• 7-10 years of experience in Enterprise SaaS in one or more areas of Customer Success, Support, Solution Consulting
• Thrive in a startup environment - we move quickly and wear many hats in a dynamic environment
• Must have strong analytical skills with strong business acumen
• Experience with IT, IT Automation, and Technical Support systems is a big plus
• Deep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accounts
• Outstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations
• A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment
• Good familiarity with AI/ML and related technologies
• Experience with Java, JavaScript, Python, or other scripting / programming languages is a plus
• Bachelor’s or higher degree in computer science, engineering, or related technical field

Desirable

• You will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible
• Your job is to serve as the voice of the customer and do whatever it takes to assure they achieve their desired business outcomes with high satisfaction
• Serve as the primary point of contact for customers throughout their entire journey: from onboarding, through implementation, support, expansion, and renewal
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, engagement, coverage, and other KPIs
• Deliver Monthly / Quarterly Business Reviews and effectively manage meeting cadence
• Stay current with the most recent changes to our product and educate customers on our offerings and updates
• Lead growth opportunities by expanding into new use cases and teams
• Identify and communicate customer’s pain points and enhancement requests to the product team
• Proactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Report internally and externally on customers project progress, usage, and health KPIs
• Deliver RCA communications after service outages
• Coordinate any internal or external UAT’s as required