Customer Success Executive

Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and enabling product subscription renewals.Work with clients to build customer success plans, establishing critical goals to aid the customer in achieving their objectivesMeasure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to the account team and externally to customer sponsors and executivesEstablish regular cadence (weekly/monthly/quarterly) with each assigned client to review program statusCement yourself as a trusted/strategic advisor with customers and drive continued value of our products and servicesWork cross-functionally with the account team to find opportunities for new usage of company productsWork to identify and/or develop upsell and cross-sell opportunitiesAdvocate customer needs/issues cross-departmentally and program-manage customer concernsAssist and provide expert deployment and operational standard methodologiesAssist in workshops to help demonstrate to customers the full value of HSS solutions and lead periodic partner meetingsProvide insight with respect to the availability and applicability of new products and featuresSupport the professional services team with scoping and selling follow-on and new service opportunitiesSupport the education services team in identifying and recommending staff training opportunitiesIdentify, in cooperation with the account team, the key success criteria for deployment and drive customer happinessAct as the liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmapsMaintain current functional and technical knowledge of the platform and future productsRequirements:2-3 years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions.Since this role is essential to customer success initiative, you will have a rich history of growing customer happiness, adoption, and retentionConfirmed ability to drive continuous product valueExperience developing product use cases with customersAbility to be a strong teammate, while still being a self-starterSince this role is in bound, you will possess exceptional verbal, written, social, presentation, and interpersonal skillsThrives in a multitasking environment and can adjust priorities on the flyHas the ability to focus on details and be analyticalGood technical and problem-solving skills, coupled with the ability to provide quick resolutions to problemsPrior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business valueExperience navigating and steering customer engagements to completion with a high level of customer satisfactionWillingness to travel sometimes to customer location for meetings