Responsibilities:

• Serve as the trusted point of contact for customers, beginning from the point of sale and extending through onboarding, project success, and renewals.

• Work with customers to develop a plan that addresses business objectives that includes metrics and reporting to ensure success.

• Provide consultative guidance to ensure business processes are modified to achieve objectives identified through the sales process.

• Establish a trusted advisor relationship, handling overall responsibility for managing the customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.

• Monitor customer utilization trends and give recommendations to Product development based off such, including doing regular customer ‘health checkups’.

• Establish relationships with key customer stakeholders to drive further product adoption.

• Assist in developing processes to deliver Success@Scale for customers outside of the high touch success model.

• Work cross functionally with consulting services and sales to ensure seamless onboarding.

• Always be thinking of outside the box ways to increase renewals and drive long term customer success. A proactive approach is taken for each account regardless of segment.

Qualifications:

• 5-10+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.

• Managing support representatives in a call center directly

• Delivering software solutions to call center customers

• Natural proactive nature who approaches all situations with an empathetic and patient manner.

• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.

• Strong technical skills that allow for an ease when guiding customers through technical processes.

• Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of solutions within customer environment.

• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.

• Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.

• Experience in Telecommunications industry preferred

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