I work with a company that is the leading social data platform, enabling companies to aggregate, filter and extract insights from the billions of public social conversations on Twitter, leading social networks and millions of other sources. They provide access to both real-time and historical social data to uncover insights and trends that relate to brands, businesses, financial markets, news and public opinion. They are revenue generating, just got another significant round of funding and are generating great press.
Do you have a passion for working with customers and ensuring that they are successful? Can you manage multiple customers easily and gracefully, all while keeping a smile on your face? Do your customers constantly rave about all of the great ways in which you have helped them? If so, then my client would love to talk to you! We are looking for people that are passionate about customer success and want to work in a thriving and vibrant environment. Want to learn more? Read on below and let us know if you think you're the right candidate!
? Proactively manage and guide customers throughout their entire lifecycle to ensure success and value through the use of their platform.
? Develop and nurture close relationships throughout each account and maintain open and positive communication channels
? Define and maintain customer success plans and track and drive resolution of customer issues to influence renewals and ongoing success.
? Provide on-going best practices and advice; Coordinate customer meetings with teams and executive sponsors when appropriate.
? Proactively monitor and identify potential risks or opportunities. Track and report on key metrics for customer adoption, usage, and success.
? Ensure that customers are receiving continuous value through their usage of their platform and keep customers up-to-date on potential value-add opportunities or capabilities.
? Prioritize and manage key issues and ensure that all customer deliverables are met.
? Facilitate and manage cross-functional initiatives that are key to driving customer success and value realization
? Develop training, onboarding, and other customer related programs collateral, and materials
Required Skills and Experience
? 4+ years of experience in a customer facing role related to customer success, implementations, project, management, or account management for an on-demand / software-as-a-service solution.
? Passion for working with customers, building relationships, and achieving measurable goals
? Exceptional verbal and written communication skills; Comfortable meeting with and presenting to audiences at all levels within the organization
? Self-starter with a proven track record of driving customer success and satisfaction
? Experience working in a fast-paced and fluid environment
? Skilled at managing customer relationships, problem-solving, driving alignment, and navigating complex and challenging situations to ensure positive outcomes in a professional manner
? Ability to influence outcomes
? Experience using Salesforce.com
? Ability to travel
? BS/BA degree in a related discipline or equivalent work experience
Additional Preferred Experiences and Qualifications
? Project Management experience
? Experience in sizing and scoping of consulting services and negotiating SOWs
? Experience with data applications (i.e. Big data, ETL, BI / data warehouses)