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Job Description
- Develops Healthy Customer Relationships.
- Acts as a Customer Advocate and point of contact.
- Upsell services and products with the brand image
- Review customer complaints and concerns and seek to improve the customer experience.
- Achieve a financial target based on customer retention and product and service upselling.
- Drive Customer Success outcomes by driving adoption and increasing active usage.
- Conduct periodic touchpoints to measure customer satisfaction and product deployment levels.
- Proactively review customer consumption VS purchase to help customers optimize their investment.
- Share customer feedback with the BUs management team.
- Manage a portfolio of strategic accounts, understanding business goals and challenges to help achieve renewal targets long term account growth
- Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors
- Collaborate with customers to build and manage customer Success Plans to aid the customer in achieving their objectives
- Become a Trusted Advisor to key customer stakeholders to enhance overall customer experience
- Work with internal cross-functional counterparts in Sales, Product, Engineering, and Professional Services to evolve, scale, and mature our customers
- Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers
- Work with customers to programmatically measure success & operationalize business cadence through regular communication along with thoughtful Quarterly Business Reviews
- Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long-term growth and consumption of products
- Partner with the internal Account team on cross-sell, up-sell, and renewal opportunities
- Collaborate with peers to share best practices on Adoption, Enablement & Change Management
Job Requirements
- English Fluent writing and speaking.
- Account Management/Customer Success experience, Minimum 1 year.
- Customer care oriented.
- Forward-thinking and knowledgeable in the IT/ Software universe.
- Experience with business process optimization, implementation, and organizational change management efforts.
- Proven track record of meeting a financial target.
- Demonstrated understanding of the operations business drivers, operational issues, expected and actual benefits, challenges, and solutions.
- Demonstrated ability to make data-driven decisions to drive performance through own initiatives and working with others.
- Self-motivated, organized, and entrepreneurial; able to prioritize competing initiatives.
- Able to work US hours.
- Bachelor's degree.
- Excellent verbal and written communication skills
