Customer Account Support Specialist II

Summary:

The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. As the Customer Success Ambassador, this role plays a critical part in strategizing, prioritizing, and enhancing internal relationships ensuring our customers receive the support they need to succeed with company.

Responsibilities:

• Collaborate with account team, partner teams, and partners to understand the goals, vision, and solution of the customer. This involves working closely with various stakeholders to ensure a complete understanding of the customer's objectives and the solutions being implemented. The CSAL must facilitate communication and alignment among all parties to drive successful outcomes.
• Capture Baseline Business Metrics for future articulation of Business Value & success. The CSAL is responsible for identifying and documenting key business metrics at the start of the engagement. These metrics serve as a benchmark to measure the impact and success of the solutions provided, enabling clear articulation of business value over time.
• Identify roadblocks to meeting project deadlines and proactively engage internal stakeholders as required. The CSAL must monitor project progress and identify any potential obstacles that could delay timelines. Proactively identify, escalate, and resolve issues/roadblocks by engaging with internal & external stakeholders, such as project managers, technical teams, and customer executives.
• Help customers with Enablement framework prior to Go-live. Before the solution goes live, the CSAL assists customers in understanding and utilizing the enablement framework. This includes providing best practices on training, resources, and support to ensure the customer is fully prepared for the transition and can maximize the benefits of the new solution.
• Track customer adoption against the original plan post Go-live. After the solution is live, the CSAL tracks the customer's adoption and usage against the initial plan. This involves monitoring key product adoption & customer expertise metrics, gathering feedback, and identifying areas where additional support or adjustments may be needed to ensure successful adoption.
• Path to Resolution/help needed internally between SE/PS/CSM/supporting S&D teams. The CSAL acts as a liaison between the customer and various internal teams, such as Solution Engineers (SE), Professional Services (PS), Customer Success Managers (CSM), and supporting Sales & Distribution (S&D) teams. They facilitate communication and collaboration to resolve any issues and ensure the customer receives the necessary support.

Requirements:

• 10 years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.

Required Skills:

• Experience in managing projects (big or small) with an understanding of project management methodology.
• Strong communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization.

Preferred Skills:

• Strong capability to navigate complex discussions, handle objections, and drive alignment.
• An academic degree or equivalent experience, with preference for candidates showcasing relevant cloud software implementation experience.
• Certification in relevant areas will be an added advantage.

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