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🔍 SaaS
- Bachelor's degree required.
- At least 8 years of experience in customer success with SaaS companies focused on mid-market/enterprise customers.
- Proven track record of retaining and growing strategic relationships with accounts.
- Experience deploying data-driven Quarterly Business Reviews (QBRs).
- Exceptional communication skills, both written and verbal, and the ability to engage with both technical and executive audiences.
- Ability to think creatively, adapt to changing circumstances, and maintain a customer-centric focus.
- Strong project management skills with a focus on meticulous attention to detail, adherence to timelines, and delivery of high-quality work.
- A growth mindset with a genuine enthusiasm for assisting others.
- Build and maintain strong relationships within assigned accounts.
- Foster customer satisfaction and loyalty by demonstrating a deep understanding of customers' critical business issues and needs, while delivering products and solutions that help them achieve their business objectives.
- Conduct QBRs and discovery calls to uncover additional upsell / cross sell opportunities.
- Track account metrics and align product capabilities with customer goals while collaborating with internal teams to identify business development opportunities.
- Collect data around client workflows, goals, and experience with the ArcSite software.
- Create and implement strategic account plans to boost customer retention and foster growth.
- Lead contract renewals and negotiation discussions.
- Educate customers on the use and benefits of ArcSite solutions.
- Manage escalations and promptly resolve customer issues.
- Act as a customer advocate by capturing feedback and relaying product requests to Product Management and Engineering teams.
- Develop and share best practices with team members to improve the quality, effectiveness, and efficiency of our customer support.
Project ManagementBusiness DevelopmentStrategyBusiness developmentCommunication SkillsCollaboration
Posted 2024-10-16
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