Summary:
The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. As the Customer Success Ambassador, this role plays a critical part in strategizing, prioritizing, and enhancing internal relationships ensuring our customers receive the support they need to succeed with company.
Responsibilities:
- Collaborate with account team, partner teams, and partners to understand the goals, vision, and solution of the customer. Facilitate communication and alignment among all parties to drive successful outcomes.
- Capture baseline business metrics for future articulation of business value and success. Identify and document key business metrics at the start of the engagement to measure the impact and success of the solutions provided.
- Identify roadblocks to meeting project deadlines and proactively engage internal stakeholders as required. Monitor project progress and resolve issues by engaging with internal and external stakeholders.
- Help customers with enablement framework prior to go-live. Provide best practices on training, resources, and support to ensure the customer is fully prepared for the transition.
- Track customer adoption against the original plan post go-live. Monitor key product adoption and customer expertise metrics, gather feedback, and identify areas where additional support may be needed.
- Act as a liaison between the customer and various internal teams to resolve any issues and ensure the customer receives the necessary support.
Requirements:
- 10 years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- An academic degree or equivalent experience, with preference for candidates showcasing relevant cloud software implementation experience.
Required Skills:
- Proficiency in Company's product suite, with a keen understanding of its capabilities and best application practices.
- Experience in managing projects with an understanding of project management methodology.
- Strong communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization.
Preferred Skills:
- Strong capability to navigate complex discussions, handle objections, and drive alignment.
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