Hybrid Role - 2 days in office / 3 days in your home office
Responsibilities:
- Act as an Implementation Specialist during onboarding, training, and monitoring the management of projects to ensure deadlines are met and launches are successful.
- Provide project status reports as needed to customers and internal stakeholders.
- Monitor customer health, engagement, and overall product utilization, collaborating across teams to develop methods to increase customer health.
- Support quarterly business review meetings and provide ideas for optimization, increased value, growth, renewal, and advocacy.
- Identify products and services to grow existing accounts and collaborate with Account Managers to introduce upsell/cross-sell opportunities.
- Work in collaboration with Account Managers to ensure customer contracts are in compliance with license counts, products, services, and other requirements.
- Project manage support challenges between customers and support teams to ensure resolution of trouble tickets.
- Assist in developing best practices and maintaining clear documentation for all internal processes and customer training.
- Maintain SFDC Opportunity/Account records and attach relevant documents.
- Travel as needed for customer meetings and conferences.
- Act as a Subject Matter Expert (SME) for our product(s), staying up-to-date with new features and functionality.
- Support customers with data questions and create dashboards to capture insights aligning with customer goals.
- Provide guidance during implementations, articulating use cases and goals to ensure successful product adoption.
- Understand and apply the MEDDPICC sales methodology to customer interactions and engagements.
- Manage customer renewals and conduct regular reviews to ensure ongoing satisfaction and identify improvement opportunities.
- Cultivate multi-level relationships within customer accounts to foster trust and loyalty.
- Thrive in a high-growth environment where flexibility and adaptability are essential, and the path forward may not always be clearly defined.
Qualifications:
- Bachelor's degree in a relevant field or equivalent experience.
- Proven experience in customer success, account management, or related roles.
- Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal teams.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Experience working with CRM systems, preferably Salesforce.
- Willingness to travel as needed for customer meetings and conferences.
- Comfortable working in a fast-paced, dynamic environment with changing priorities.