Job Description

Assist the sales and Implementation team in onboarding new customers. Provide critical insights from our customers to the product team to improve our developing platform. Maintain customer health and introduce new, valuable features as they become relevant on the customer journey. Uncover opportunities for Upsell and cross sell within our current customer base. Educate champions and their teams on the value of our product and help uncover use cases before they become emergencies. Build relationships with executive decision-makers. Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle. Guide new customers through a systematic onboarding process to facilitate making decisions around their needs and goals. Contribute to initiatives outside of customer conversations that better the customer experience, both low-touch and high-touch. Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing. CRM Software: Salesforce, Zoho Customer Support Platforms: Intercom, Freshdesk, or Help Scout Communication Tools: Slack, Zoom, Microsoft Teams Data & Reporting: Excel/Google Sheets, Looker, Tableau (or other BI tools) Project Management Tools: Asana, Trello, Jira Knowledge Base & Documentation: Confluence, Notion, Guru Basic Technical Knowledge: Familiarity with APIs, integrations, or troubleshooting SaaS products is a plus Qualifications: Minimum 1 year in software customer experience management. Team Player Mentality we wear many hats and are willing to assist in any capacity. Technical curiosity or experience we re a specialized product for technical teams. Proven ability to educate executive decision-makers, build and maintain relationships with them. Proven track record of expansion and product adoption within your book of business. Excellent creative and critical thinking skills we must be preemptive. Strong communication and presentation skills much of our day to day is spent thinking of and presenting solutions to customers. Adaptable nature and the willingness and ability to shift strategies on a dime to meet the needs of our customers. Proven ability to manage multiple complex customer journeys at once. Strong Analytical Skills, compiling custom reports and presenting them to clients. Good To Have: Channel Industry knowledge and experience. Experience managing accounts for a product that solves complex problems across many business units. Experience working with SaaS products. Enterprise account management experience.