- You will be responsible for overall customer wellbeing by monitoring customer health and acting as an escalation point for customer issues.
- You will produce success and maturity plans, identify expansion opportunities and billable services and manage contract renewals.
- You have the magic combination of domain expertise, enterprise implementation project management experience, and customer management
- Be customer centric, and own customer relationships from implementation onboarding to continuous productadoption across multiple departments, stakeholders, and business users (including first-level technical support).
- Create, identify and qualify upselling opportunities by maintaining regular contact with customers.
- Dedicated point of contact for product training and platform questions.
- Analyze customer behavior and data to formulate strategic engagement plans.
- Proactive strategic engagement with clients.
- Get customer feedback and feature requests for products to contribute to product development and road map.
- Maintain a high degree of advocacy, management and control.
- Develop strategic growth plans for key accounts in your portfolio.
- Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
- Drive enterprise subscription renewals, growth and expansion bookings.
- Build a high quality "success plan" inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
- Ensure that all issues and incidents are handled and supported in a timely manner
- Minimum 5 years experience in Customer Success & Enterprise Solution delivery roles
- Bachelor's degree
- B2B software experience is preferred / Project Management experience is a plus
- Proven track record of working in a customer facing role, in a fast-paced environment
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong customer service and troubleshooting/problem solving skills.
- Strong team, networking and relationship building skills.
- Highly organized, collaborative and detailed oriented
- Good communication skills: able to draw analogies, distill complex situations into simple concepts.
- A Strong sense of urgency and prioritization
- Solid presentation skills; ability to present and discuss strategies and technical information in a manner that builds rapport, able to persuades others, and help customers gain understanding
- Hybrid work arrangements
- Engagement
- Leave benefits
