1.Account Ownership and Customer Health:
Act as the primary account owner for designated key accounts, managing the relationship
end-to-end.
Conduct monthly check-ins with the client decision-makers, in addition to regular weekly touchpoints, to address any special topics or potential issues proactively.
Lead Quarterly Business Reviews (QBRs), involving project managers as needed, to keep clients
aligned with goals and foster transparency.
Own the account management process, from identifying the client’s tech stack and
understanding their vision to defining roadmaps and discovering opportunities.
2. Drive and secure new opportunities, renewals, and upgrades to enhance customer investment
and growth.
Champion overall customer health and satisfaction, reducing churn by delivering consistent value and fostering trust.
3. Onboarding and Implementation:
Take ownership of the onboarding process for all new customers, defining and improving it to deliver the best possible experience.
Collaborate with marketing to create supporting content and materials that enhance the onboarding journey.
Work cross-functionally with delivery and sales teams to bridge the transition from sales to onboarding smoothly.
Deliver end-user training upon project completion or go-live, ensuring clients are well-equipped to use our solutions effectively.
4.User Adoption and Training
Assess current user adoption levels for all accounts and design targeted plans to drive improvements.
Develop content and processes to encourage user adoption, coordinating with the delivery team as needed.
Establish a continuous improvement approach to user engagement, keeping clients actively engaged with the product.
5.Customer Engagement and Advocacy
Lead initiatives like office hours, round tables, and customer advocacy programs to strengthen client engagement.
Act as a strong advocate for customers, representing their interests within the organization and ensuring their feedback informs strategic decisions.
Provide valuable input into organizational strategies, influencing direction based on evolving customer needs, preferences, and industry trends.
6. Process Enhancement and Team Collaboration
Work with cross-functional teams to enhance support and onboarding processes, contributing to building a seamless customer journey.
Proactively foster a customer-centric environment across teams, ensuring alignment with customer success goals.
Oversee the implementation and support teams, coaching, mentoring, and upskilling team members to maintain high performance and satisfaction.
Have 10+years of experience.
Proven experience in customer success, account management, or a related role, with a track record of reducing churn and fostering client growth.
Strong strategic thinking, communication, and interpersonal skills.
Demonstrated ability to manage multiple accounts, with a focus on proactive problem-solving.
Experience working cross-functionally with sales, marketing, and delivery teams.
Client satisfaction and overall account health.
User adoption rates and engagement levels.
Churn rate reduction and revenue growth through renewals/upgrades.
Process improvement and team satisfaction scores.