Customer Success Executive

Job Summary

The role will Set the overall vision and strategic Success plan for their customer:

• Deeply understands the customer business goals, environment, pain points and operational maturity.
• Build and nurture strong customer executive relationships to develop a holistic and deep view of immediate needs and current programs.
• Help the customer accelerate through the value lifecycle to realize their expected outcomes.
• Provide customer insights based on strong knowledge of best practices for architecture, implementation, adoption & migrations.
• Post-sales orchestration of all company wide and partner resources (People and assets like, Accelerators, ATX, etc.) to provide a unified path to Customer Success.
• Develop and deliver Quarterly Success Review
• Ensure the strategy and direction is integrated within the overall account team goals
  Implement Success Strategy across the account leveraging partners as appropriate.
• Represent the organization at the highest levels within their customers.
• Advocate innovation and effectively lead through change
• Serve as the lead spokesperson and ambassador for Customer success.
• Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement
• Provide detailed and documented requirements to cross functional teams that improve the impact of the customer experience
• Provide bi-weekly metric reports including integrated results across routes to market

Who You Are

• Strategic, self-driven thinker who can develop/implement a GTM strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements
• Ability to work independently as well as leveraging full team and cross functional resources to ensure successful customer experience at each interaction
• Prior success with understanding quantitative customer metrics – health scores, NPS/CSAT, ARR – to tailor interactions and drive actionable next steps to ensure customer adoption and renewal
• A customer-obsessed mindset with a strong grasp of relevant success stories, customer KPIs, and best practices to drive superior outcomes
• Strong relationship builder with a focus on aligning and collaborating with key stakeholders – Business Unit Executives, Sales Executives, Delivery Executives, CX Executives, Consulting Executives, Partners and their Executives – to drive an integrated, consistent customer-centric approach

Required Experience

• 10+ years’ experience in leading customer-facing organizations. Proven successful consulting with key technical and sales acumen
• 5+ years of experience with subscription and software offers
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers and a passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent executive level communication and presentation skills
• Bachelor’s degree required, Master’s degree preferred