About the Role
This role supports all phases of the implementation process for moderately complex customer accounts. The primary goal is to ensure customers effectively use the product or service to drive early success. Responsibilities include monitoring implementation progress, addressing issues, and conducting risk assessments to help resolve obstacles. This position requires close collaboration with customers to understand their needs, define Key Performance Indicators (KPIs), and create tailored success plans that adapt with their business objectives. In addition, the role involves ongoing monitoring of customer account health to drive solution adoption, renewals, and expansion.
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Key Responsibilities
Customer Success - Implementation Phase:
- Supports all phases of the implementation process (e.g., customer welcome & kick-off, connect with best practices, collaboration with the implementation team, training & enablement).
- Monitors the health of customer implementation progress and identifies and addresses issues.
- Conducts risk assessments as part of the implementation readiness review process to identify and resolve roadblocks to success.
Customer Success - Success Planning:
- Works closely with customers to understand their needs and determine how the solution can effectively achieve their goals.
- Develops a success plan based on customer business needs and defines KPIs.
- Regularly reviews customer goals and needs to adjust the success plan as necessary.
Customer Success - Adoption Phase:
- Continuously monitors the overall health of customer accounts to support solution adoption, renewals, and expansion.
- Coordinates with sales teams to identify opportunities and maximize renewals.
- Proactively addresses solution adoption pain points through educational resources, training programs, and best practices.
- Guides customers in operating and adopting the organization’s solutions.
- Facilitates Quarterly Business Reviews (QBRs) with customers to review key metrics, usage patterns, and goals.
- Executes assessments to identify adoption gaps and achieve value realization with guidance.
Customer Relationship Management - Account Ownership & Long-Term Success:
- Serves as the main contact for a portfolio of medium- to large-sized customer accounts, building strong relationships for customer satisfaction and goal achievement.
- Involves customers in innovation and strategic discussions, sharing engagement opportunities for events and seminars.
- Acts as the customer's advocate within the organization, ensuring timely address of customer needs and concerns through coordination with internal teams.
- Prepares and supports customers through moderately complex milestones for smooth transitions.
- Drives customer advocacy and creates customer success stories.
Sales & Renewal Support - Expansion & Renewal Support:
- Supports the renewal process by demonstrating the value of the product/service to customers, identifying opportunities for broader product usage, and working with Sales for smooth contract renewals.
- Identifies downsell and cancellation risks and creates retention plans in collaboration with internal stakeholders.
- Communicates with customers to deeply understand their requirements and future goals, positively influencing renewal decisions.
Core Responsibilities
Planning & Execution:
- Manages moderately complex tasks, monitoring timelines and deliverables for timely completion. Delegates and prioritizes work across multiple projects, providing oversight and adjusting plans as necessary.
Collaboration & Partnership:
- Collaborates across the organization to align expectations and achieve objectives, ensuring proposed solutions meet needs. Supports inclusivity by listening to diverse perspectives.
Problem Solving:
- Identifies and addresses moderately complex issues by analyzing data to find solutions, escalating unresolved issues with assessments and suggestions.
Continuous Learning:
- Pursues learning opportunities to expand knowledge and skills, staying updated with industry trends. Actively seeks feedback and coaches junior team members.
Continuous Improvement:
- Suggests and collaborates on process improvements to enhance efficiency and evaluates the impact on stakeholders.
Performance and Development:
- Contributes to the talent development pipeline by participating in candidate interviews and providing hiring recommendations.
