Influence customer lifetime value through higher product adoption, customer satisfaction and overall CSAT scores
Being the trusted partner for the customer on the use-case and product functionality
Quarterbacking experiences by various cross-functional teams at Acqueon, on behalf of the customer
Drive new business growth through greater advocacy and reference-ability
Increase renewal rates and reduce churn
Define operational metrics for team
Establish a system for tracking metrics
Create cadence for review within the team
Expose a subset of metrics to the executive & leadership team
Primary Skills:
5+ years’ experience in leading customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus-building
The ideal candidate will have a background in post-sales customer service and experience
Strong empathy for customers
Experience in working with complex, multi-divisional, multi-geographical customers
Strong leadership skills – Enthusiastic, Creative and ability to inspire others
Impressive executive presence and communication and presentation skills
Ability to create structure in ambiguous situations and design effective processes
Bias for action
Passion for technology and for being a part of a fast-growing SaaS company
Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Services)
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Relevant Bachelor’s degree; preference for computer science or related degrees
Secondary Skills:
Maintains customer satisfaction by providing problem-solving resources.
Resolve customers’ questions and problems.
Prepares and completes actions plans.
Completes health check audits.
Identifies customer service trends and determines system improvements.
Determines customer service requirements by maintaining contact with customers and identifying operational environments.
Conducts surveys and forms focus groups.
Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.