Join a team recognized for leadership, innovation and diversity

Role Overview:

As a Customer Success Professional you will be responsible for delivering exceptionalcustomer experiences while simultaneously optimizing processes within theCustomer Success team. This position requires a balance of customerrelationship management skills with operational proficiency to drive customerretention, satisfaction, and overall success.

Responsibilities:

• Manage and grow strong relationships with key customers, acting as their primary point of contact and driving them to success by aligning with their goals and metrics.
• Manage the entire Customer life cycle, from deployment and onboarding, through product utilization, to renewal and expansion.
• Advocate the customer and collaborate with internal departments (Product, Sales, RnD, Operations...) to address customers feedback and ensure delivering an outstanding customer experience.
• Lead operational initiatives to streamline processes in the Customer Success team, including developing best practices for onboarding, product training, and support.
• Collaborate with the CSM team to design and implement operational strategies that drive efficiency and align with business objectives, assess performance metrics and use data to inform decision making and strategy adjustments.
• Oversee and optimize the CSMs data tools and systems and to support workflow and reporting needs.
• Conduct training to CSMs on the effective use of systems to enhance productivity
• Identify bottlenecks and inefficiencies within the CSM processes and implement best practices for continuous improvement.
• Identify accounts at risk and be able to develop strategies to mitigate churn and enhance customers retention.
• Drive your customers renewals and expansions.

Qualifications:

Must Have:

• At least 3 years of experience in customer success and account management.
• A minimum of 2 years of experience leading renewal processes, with a proven ability to drive successful outcomes.
• Proven track record of building strong customer relationships and driving customer satisfaction
• Proven track record of renewals management and driving commercial approach
• Familiarity with CRM tools such as SFDC and Gainsight.
• Strong analytical skills with experience in data reporting and performance metrics

Advantages:

• Experience in driving operational improvements within a Customer Success teams
• Proficiency in additional customer success tools and technologies
• Background in project management.
• Ability to adapt to changing priorities in a fast-paced environment.

Skills:

• Customer Centric approach with the ability to advocate for customers needs within the organization and vise versa.
• Strong Project Management skills and attention to details
• Analytical thinking and ability to develop actionable insights from data
• Proficiency in CS tools and technologies
• Ability to adapt to changing priorities in a fast paced environment

Additional Information

• JOB ID: HRD262720
• Category: Engineering
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 03
• Referral Bonus: 1680
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Exempt