Description
You will be responsible for managing a book of accounts, building relationships with customers to anticipate their needs and ensure retention, allowing for timely renewals and identification of upsell and product cross-sell opportunities.
Responsibilities
- Building solid relationships with clients, understanding their needs, and providing proactive guidance and support
- Developing and implementing customer success strategies to drive adoption and retention
- Collaborating with sales and product teams to ensure seamless customer onboarding and ongoing satisfaction
- Identifying opportunities for upselling or cross-selling additional products or services to existing clients
- Monitoring customer health metrics and proactively addressing any potential issues or concerns
- Gathering customer feedback and insights to inform product development and improve overall customer experience
Requirements
- Have a proven track record in a customer success / account management role with 8 to 10 years’ experience
- Be adept at building and maintaining lasting client relationships
- Possess excellent communication and presentation skills
- Be skilled in problem-solving and able to think strategically about customer needs
- Have experience working with cross-functional teams, such as operations and product development
- Be able to work in a team environment supporting one or more Business Development Managers
- Be results-driven and able to meet or exceed customer satisfaction and retention goals
- Possess a deep understanding of SaaS or technology products
- Be proficient in using customer relationship management (CRM) software, experience in SalesForce is desired but not required