Empathize with every aspect of the customer experience, putting customers needs first.
Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.
Conduct workshops, trainings, business reviews and proactively suggest solutions to common customer challenges.
Continually identify and develop new uses that drive adoption and that align to customers business needs and strategic goals.
Proactively spot and correct any issues that could affect customer satisfaction or retention
Coach customers to be product experts and train their teams on best practices so they become increasingly self sufficient.
Mentor and provide guidance to newer CSMs and partner with Account Executives to help them be more effective.
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
Develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials.
Help drive customer references and case studies
Job Profile Requirements
Bachelors degree in engineering or computer science with over 8 years of work experience
5+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.
Solid technical background with hands on experience in digital technologies
Experience in technical support, project management, technical sales and consultancy
Familiarity with software and front-end development
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
Proven track record in a highly-professional customer service in a dynamic, start-up environment.
Diplomacy, tact, and poise under pressure when working through customer issues.