Corporate Account and Support

Corporate Account & Support Executive Job description Department Overview: Given the business model, where the customers are high priority, Customer Success is absolutely vital to a long-term profitability. Success only comes when the customers are receiving massive value from our service. As such, Asst CAS are needed to own driving success for the customers. The role includes responsibilities for Customer Success activities are, on-boarding, support, services, adoption, advocacy, retention, etc, and outcomes e.g., renewals, up-sell, etc. Responsibilities: • Drive Customer Success Outcomes • Increase renewal rates and reduce churn • Expand our revenue in accounts through cross-sell and up-sell • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores • Drive new business growth through greater advocacy and reference-ability • Define and Optimize Customer Lifecycle • Map customer journey • Develop listening points in journey (e.g., usage, satisfaction, etc.) • Standardize interventions for each point in journey • Define segmentation of customer base and varying strategies • Identify opportunities for continuous improvement • Learn from best practices in industry • Manage Customer Success Activities • Onboarding • Training • Professional Services • Customer Support • Customer Success Management • Renewals • Cross-sell / Up-sell • Advocacy • Measure Effectiveness of Customer Success • Define operational metrics for team • Establish system for tracking metrics • Create cadence for review within team • Expose subset of metrics to executive team, company and board • Enhance Effectiveness and Efficiency Through Technology • Support systems • Customer marketing software • Reference and advocacy solutions • Customer Success Management platform • Inspire Customer Success Across Company • Create company-wide culture of Customer Success • Align with Marketing around marketing to existing clients • Align with Product around driving product roadmap • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus • Align with Finance around measurement and forecasting • Align with Executive Team around key metrics and objectives • Drive company-wide definition of ideal customer • Create company-wide customer feedback loop