Key skills
BigQuerySQLLookerBISaaSSalesforceCRMJiraCommunicationCollaborationCustomer Success
About this role
Role Overview
- Create value for the customer by knowing, tracking, and managing customer's business objectives tied to Data Zoo solutions.
- Know your accounts and their organization structure. Establish, maintain, and grow senior executive relationships for your accounts.
- Partner with Account Executive to develop long-term strategic account plans to identify growth opportunities and upsell potential and ensure client satisfaction and retention.
- Drive and track customer adoption of Data Zoo products and services.
- Analyze performance data to ensure customer metrics remain at target levels in addition to undertaking constrained optimization analysis.
- Measure and report on customer health and proactively identify at risk customers and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
- Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
- Take ownership for resolving customer issues. Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
- Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
- Adhere to defined CSM processes, metrics, and tools.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Consistently meet or exceed target customer activity metrics and service level objectives.
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
Requirements
- 3+ years experience in a customer-facing role, preferably in B2B and/or SaaS environments in the Identity Verification, KYC, or AML space.
- BA/BS degree in business/technology or comparable experience and 5+ years' experience in customer success.
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
- Knowledge of working in tools like Salesforce, HubSpot and Jira.
- Experience with analytical and BI tools like Google Looker Studio and Big Query and proficient in SQL.
Tech Stack
- BigQuery
- SQL