-
Maintain a portfolio of customers and strategically prioritize customer needs across a number of accounts.
-
Conduct initial success call with customers to understand their business, strategic goals, and use cases
-
Work with customers to define a high-level Success Plan that tracks milestones and measures progress against shared metrics
-
Identify resources for customer self-service and encourage its use
-
Monitor Customer Health Score in Customer Success platform and intervene as needed to mitigate churn risks and drive consumption
-
Continuously monitor customer account health dashboards to identify and diagnose issues; understand and execute impactful solutions
-
Use insights from Account Health Dashboard to identify account escalations and raise to AE
-
Leverage account health metrics to provide insights that inform renewal conversations to AE and Renewals Specialist
-
Deliver ongoing value through programmatic offerings by grouping customers with similar needs together
-
Leverage playbooks to drive decision-making and customer interactions
-
Leverage customer success analytics to identify predictive indicators of churn and consumption risk
-
4 years of experience in customer success, account management, consulting, or similar roles (SaaS experience preferred)
-
BA/BS or equivalent educational background
-
Knowledge of Data Management, Data Warehouse, Cloud, Enterprise Application Integration, and Database preferred
-
Excellent communicator with strong interpersonal skills
-
Propensity to get up to speed and build relationships quickly as there will be constant movement from one customer account to the next.
-
Ability to prioritize tasks and efficiently spend time across a wide number of accounts.
-
Strong business acumen and analytical ability to use data to diagnose customer issues and understand the root cause of issues.
-
Strong critical thinking skills to gather insights, recognise patterns and think outside the box to offer impactful solutions