Description
Fin's AI Customer Agent enables businesses to deliver impeccable, always-on customer support across the customer journey. As a Strategic CSM, you'll work with large and complex customers to help them realise the full value of their Intercom investment and transform their approach to customer service.
What's the opportunity? Fin's Strategic CSMs work with the largest and most complex customers to help them realise the full value of their Intercom investment and transform their approach to customer service. You'll build strong relationships with key customers, leading them through their entire Intercom customer journey, and guide them to overcome hurdles, delivering value realisation through proactive and programmatic customer engagement and best practices.
What will I be doing?
- Develop trusted advisor relationships with high-value customers at C-suite and executive levels, driving success with the platform and ensuring maximum value throughout their lifecycle.
- Guide customers and Fin account teams to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans.
- Be an expert and advisor on Fin products and solutions, driving customers' ability to successfully adopt relevant features.
- Engage with customers to unlock early and sustained product adoption and success with Fin Solutions.
- Develop and execute adoption strategies targeting high-value accounts for AI products, driving change management, and ensuring fulfilment of Fin packages.
- Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation.
- Identify growth opportunities for Fin's AI products within your book and forecast that growth.
- Be a customer support industry and AI thought leader with customers, sharing and scaling insights to benefit the Solutions team.
- Be the Voice of the Customer, providing internal feedback on how Fin can better serve Strategic customers.
What skills do I need?
- 8+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organisation.
- Experience with SaaS business models and ability to support strategic and complex enterprise customer needs.
- Experience establishing yourself as a trusted advisor with customer partners.
- Experience using Success Plans to ensure aligned goals and identified success metrics.
- Ability to understand and communicate complex problems clearly and concisely.
- Self-motivated and entrepreneurial team player.
- Experience building lasting relationships with customers and colleagues.
Benefits Fin offers benefits and programs designed to support health and wellbeing, family, time away from work, and financial future. Learn more at fin.ai/careers.