Job Overview
As a professional in customer success, you will be responsible for actively managing larger database customer accounts to position the value of our customer success programs.
Primary Responsibilities:
* Act as the primary relationship holder and point of contact for us throughout deployment and the entire customer journey.
* Work with customers who are identified as at risk and get them to a state of satisfaction and 'ready to buy'
* Maintain regular contact with assigned cases.
* Regularly deliver value conversations related to our product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
* Impact retention rate, increase product adoption, and ensure customers act as advocates for us.
* Recommend process changes to customer success leadership.
* Record customer details, profile data, and activities in CRM.
* Identify at-risk customers and work to help turn their customer experience around by utilizing customer success programs such as training, support, Premier Support, Success Center, etc.
* Anticipate potential issues within the customer base. Create action plans to resolve.
* Follow up with customers who provide CSAT/DSAT support surveys. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences.
* Manage ad hoc projects as determined by the manager.
* May be required to assist the sales effort from a Customer success point of view.
* Be the voice of the customer internally, providing feedback to all relevant departments.
Required Skills and Qualifications:
* English speaker, additional European language an advantage but not essential
* Strong written and verbal communicator
* Advanced problem solving skills
* Advanced Microsoft Suite skills
* CRM and or ERP experience (Salesforce.com, Netsuite.com, Gainsight.com etc)
* Solid technical acumen e.g., understanding of database and network infrastructure, software, licensing
* Proven experience consistently achieving goals, KPIs, and other measures
* Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience
* SaaS experience is an asset