Responsibilities:
- Navigate the customer from the kick-off call to a successful deployment and beyond to ensure retention and value
- Share customer feedback and insights to Product Manager, Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the client’s user experience
- Secure strong relationships at all levels to maximize product adoption, usage, value, growth, renewal, payment performance, referrals, and overall customer satisfaction.
- Schedule, prepare for, and host kick-off call(s)
- Manage deployment project by coordinating internal resources to order hardware and notify client of shipments and delays (sales admin), complete design (designer), and deploy/train solution (support/implementation team)
- Engage the customer to keep the project moving and keep a pulse on their overall satisfaction level throughout the lifecycle of the deployment
- Make sure customer deployments are being handled
- Make sure hardware is getting ordered, tracking info sent, onboarding training held, proper documentation and instructions are sent
- Coordinate with technical deployment resources to ensure customer deployments are handled promptly
- Create and manage dashboards to understand and improve on KPIs
- Assist support lead ensure customer support tickets are being handled in a timely manner
- Escalate tickets as needed
- Assist support lead in creating and managing dashboards to understand and improve on KPIs as they relate to customer support and overall customer satisfaction
Experience
- 4+ years of experience excelling in a client-facing role, ideally customer success
- The ability to prioritize and manage several projects and tasks simultaneously
- The ability to manage relationships with large, global, and complex organizations
- The ability to work with a technical product
- A sophisticated technical and business sense to quickly identify and understand a client’s pain points and needs to empathize, drive value, and achieve results
- A track record of leading technical conversations and persuading others to take action
- Strong organizational skills who never leaves tasks lingering and removes obstacles preventing completion.
- Strong analytical skills and a drive to succeed and grow.
- Strong presence and presentation skills, taking charge of meetings particularly for live meetings with multiple stakeholders
- A history of success as a consultant, pre-sales, technical account management, or equivalent
- A proven track record of achieving targets and goals, preferably in a business setting
- A proven track record of managing large, complex projects and/or programs
- The ability to handle difficult customers or situations and can demonstrate resolutions
- A willingness to tackle things on your own
- A natural ability to work with cross-department peers
- An ability to navigate data and people to find answers
- A capability to work well with a wide range of people, both internally and externally
- The motivation and flexibility to work well in a dynamic environment where things change quickly
- The ability to learn quickly and be efficient
- The experience and ability to effectively and efficiently use software tools like Asana, G-Suite, Pipedrive (CRM), Microsoft Office, etc.