Job Description
Responsibilities
- Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
- Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue
- Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate the expansion of the use of our solutions within your customer base.
- Organize and execute and communication strategy for assigned customers, including emails, one on one meetings, monthly update calls and quarterly business reviews focus on overall customer health and adoption statistics, product reviews, and contractual status checks.
- Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
- Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
- Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
- Lead one or more special projects to enhance Customer Success goals and processes
- Participate in cross-functional reviews of product lines
- Train and mentor on-demand talent
- Other duties as assigned
Achievements/ Goals
- Complete Onboarding process (90 Days)
- Assume responsibilities of management of customer portfolio
- Complete renewal process for portfolio
- Engage customer in COR and regular communication cadence
- Participate in cross functional meetings.
Qualifications
Qualifications/ Requirements
- Bachelor’s Degree, preferably in business or related field
- At least 1 year in a customer-facing or Customer Success role within a software or software-as-a-service organization.
- Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive
- High level of agility and ability to manage change
- Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
- Ability to travel up to 20%
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