Customer Success Representative

Key Responsibilities:

• Assist the sales and Implementation team in onboarding new customers.
• Provide critical insights from our customers to the product team to improve our developing platform.
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey.
• Uncover opportunities for Upsell and cross sell within our current customer base.
• Educate champions and their teams on the value of our product and help uncover use cases before they become emergencies.
• Build relationships with executive decision-makers.
• Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle.
• Guide new customers through a systematic onboarding process to facilitate making decisions around their needs and goals.
• Contribute to initiatives outside of customer conversations that better the customer experience, both low-touch and high-touch.
• Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.
• CRM Software: Salesforce, Zoho
• Customer Support Platforms: Intercom, Freshdesk, or Help Scout
• Communication Tools: Slack, Zoom, Microsoft Teams
• Data & Reporting: Excel/Google Sheets, Looker, Tableau (or other BI tools)
• Project Management Tools: Asana, Trello, Jira
• Knowledge Base & Documentation: Confluence, Notion, Guru
• Basic Technical Knowledge: Familiarity with APIs, integrations, or troubleshooting SaaS products is a plus

Qualifications:

• Minimum 1 year in software customer experience management.
• Team Player Mentality — we wear many hats and are willing to assist in any capacity.
• Technical curiosity or experience — we’re a specialized product for technical teams.
• Proven ability to educate executive decision-makers, build and maintain relationships with them.
• Proven track record of expansion and product adoption within your book of business.
• Excellent creative and critical thinking skills — we must be preemptive.
• Strong communication and presentation skills — much of our day to day is spent thinking of and presenting solutions to customers.
• Adaptable nature and the willingness and ability to shift strategies on a dime to meet the needs of our customers.
• Proven ability to manage multiple complex customer journeys at once.
• Strong Analytical Skills, compiling custom reports and presenting them to clients.

Good To Have:

• Channel Industry knowledge and experience.
• Experience managing accounts for a product that solves complex problems across many business units.
• Experience working with SaaS products.
• Enterprise account management experience.