Position Description
This role reports to the VP of Customer Success. Your ultimate goal is to ensure the success of our customers by driving adoption and increasing utilization of our products and services.
About You
- Curious – you are curious and love learning about our customers and how things work
- Analytical – you are a logical and thoughtful problem solver
- Pursue Quality – you are constantly seeking to improve yourself and the system around you
- Bias Towards Action – you can take direction and run with it on your own. You love doing.
- Excellent Communicator – you are able to describe technical problems in a simple way
- Strategic – you can prioritize urgent vs. important requests
- Continually improving – you find ways to progress in everything that you do
Primary Responsibilities
Own the Success of our Customers
- Become a trusted advisor for key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Identify opportunities and execute strategies to increase adoption and expand utilization
- Manage all activities related to contract renewals and contract expansion
- Conduct recurring strategic business reviews to ensure alignment
- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
- Coordinate activities with Onboarding Architects, Support and Product teams as needed to ensure customer success
- Forecast and track key account metrics such as customer health, adoption, utilization and opportunities
Qualifications
- 7+ years of Account Management / Customer Success Management experience in a SaaS company
- Familiarity with EDI in the logistics and/or retail space is highly preferred
- Proven ability to successfully execute contract renewals and upsells
- Experience working in a fast paced (preferably startup) environment
- Critical and analytical thinker; with a strong focus on operational excellence and quality management using data and metrics, both qualitative and quantitative
- Experience managing multiple medium to large scale projects/programs simultaneously