Senior Customer Success Manager
5 days ago
Partner with the AM to execute on the operational and product utilization related goals of the Customer.
Create Success Plan by providing user-focused training, onboarding, and engagement.
Partner with the AM on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk.
Work cross functionally with other departments in the company like content writers, event managers, project managers, product team, etc to ensure delivery of customer objectives.
Ensure successful onboarding of new accounts and new users by setting objectives which result in basic product functionality and provide advanced training in order to develop existing users.
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practices.
Expedite technical and purchase-related escalations.
Act as a trusted advisor to the end users and key stakeholders to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value.
Maintain an understanding of Built In products and tech industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize use of Built In Products.