Customer Success Professional
We are seeking a seasoned customer success professional to join our global team. You will be responsible for building and maintaining strong relationships with clients, supporting them through product optimization and account growth.
About the Role:
* Develop trusted advisor relationships with key client stakeholders and executive sponsors
* Immerse yourself in our product to understand common best practices and consulting solutions
* Coordinate the involvement of our personnel to meet account performance objectives and clients' expectations
* Be the primary contact and point of escalation for your client champion(s)
* Work alongside our implementation and professional services teams to drive engagement, upsell and product rollout
You will report directly to the Success Team Lead and work cross-functionally on a daily basis with product management, engineering, sales, technical support, implementation and marketing.
What You'll Do First Month:
* Understand our customer success landscape, including our account management processes, billing and reporting
* Develop an understanding of our customer journey, from initial sale engagement through implementation go live and renewal
* Build relationships with your peers in Technical Support and Implementation, as well as the leaders who support you and your team (Operations, People and Finance)
First Quarter Objectives:
* Manage high MRR clients
* Be proficient in our system and handle inbound customer questions and issues
* Sell professional services to customers, achieving quarterly sales goals
Key Qualifications:
* 2-4 years of experience in a client-facing role, ideally in a technology company or business consulting role
* Excellent phone/zoom presence, patience and friendly demeanor
* Excellent written and verbal communication skills
* Desire to help customers succeed
Nice to Have:
* Drive and ability to work autonomously at times
* Team player with positive attitude, intuition and sense of humor
About Us:
We are a SaaS company dedicated to helping service businesses succeed.
We are looking for someone passionate about helping others learn and adopt our professional services automation platform.