Experis has an immediate and exciting opportunity for a Customer Success/Services Sales Coordinator for our Enterprise IT client in Austin, Texas. Here you will have a chance to develop your skills in a SaaS and Cloud security project.
Who You Are
Customer Success Manager for our Midmarket program, you will act as trusted advisor and work with new and existing accounts to ensure they are successful with and delighted by our products and services. You will effectively onboard, help deploy, drive ongoing utilization, and build high satisfaction for our customers, all at scale and combined with digital programs to manage a large and dynamic customer base.
In addition to being a steward of the customer journey, you will drive adoption and serve as your customers' advocate. You will also educate customers about new features, methodologies, industry developments all to increase the value that delivers to their organization.
This role offers the extraordinary opportunity to interact with all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support. You will have the opportunity to use, showcase, and grow your account management skills, drive internal programmatic changes to better service our customers, and be part of an amazing team of fun, energetic, and passionate CSMs.
This position is for you, the creative, dynamic, driven person with a high EQ and a desire to learn. You understand the customer and their use cases, and you know how to be a trusted partner so companies stay and grow within the team. You care for a high volume of customer accounts at different stages in the customer lifecycle. You get a kick out of shifting gears all day long and reaching your own goals. You also have a passion for Internet security and customer success.
What You'll Do
Ensure that the quality and frequency of touch points are consistent with the customer journey
Track accounts to identify churn risk and take action to eliminate that risk
Build value-based relationships with customers
Work closely with Product and Engineering to identify and track feature requests/bugs
Function as the voice of the customer and provide internal feedback on how our client can better serve our customers
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs you geek out about new features on a regular basis
Generate enthusiasm and participation in feature beta programs and customer events
Help identify and work with account teams on cross-sell and up-sell opportunities
Track onboarding progress and follow up as necessary for assigned accounts
Ability to travel up to 25%
3+ years work experience in an equivalent capacity
Excellent written (via email and phone) communications skills
A true passion for customers and customer success
Experience with SaaS-based applications and services
Experience working with Salesforce.com / GainSight / Zendesk a plus
Self-Starter / High Energy / Positive Attitude / Customer Focused / Detailed Oriented
Bachelor's Degree or equivalent experience
Strong customer service, management, listening, and presentation skills
Ability to juggle multiple and very different tasks
Please send your resume in response to this JOB TITLE for IMMEDIATE consideration
Experis is an Equal Opportunity Employer (EOE/AA)