Qualifications

• Strong background in Workforce Engagement, Quality Management, and Contact Centers.
• 3+ years in a customer-facing role like Consultant, SaaS Implementation Coordinator, or Customer Success Manager within the cloud ecosystem.
• Proficient in engaging in technical dialogue with customers and internal stakeholders.
• 3+ years of experience in a hosted or Software as a Service business model.
• Bachelor's degree or equivalent experience preferred.
• Experienced in managing business aspects across various customer tiers and communicating initiatives to Executive leadership.
• Ability to thrive in fast-paced environments and meet customer deadlines.
• Familiarity with Gainsight and Salesforce.

Responsibilities

• Act as the single point of ownership for customer success across assigned accounts.
• Develop and maintain productive customer relationships, conducting regular success reviews.
• Negotiate contract renewals to maintain high revenue retention rates.
• Identify success gaps within customer operations and propose impactful solutions.
• Recognize expansion opportunities through deep understanding of customer operations.
• Proactively manage customer health, risks, and ensure positive experiences.
• Conduct periodic Business Reviews and advocate for customer needs internally.
• Communicate effectively with senior leaders across organizations.
• Generate and maintain account health dashboards for tracking progress.
• Develop and present customized presentations to clients regarding product use and success plans.

Benefits

• Flexible work environment to promote work-life balance.
• Professional development opportunities including training and certifications.
• Access to industry-leading tools and resources for effective work.
• Collaborative and innovative workplace culture.
• Health and wellness programs designed to support employee well-being.