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.