Customer Success Associate managing SMB customer relationships in SaaS at Sitemate's Austin office. Support onboarding, retention, and growth for customers in the heavy industries.
About the role
- Customer Success Manager responsible for fostering customer partnerships and ensuring SaaS implementation success in a hybrid role. Collaborates closely with clients to realize value from their investment.
Responsibilities
- Develop long-term partnerships with customers to ensure they become and remain successful through the realization of value.
- Achieve a high level of customer satisfaction by advising on application and implementation best practices and providing product adoption and release guidance while serving as a liaison between customers and Contruent’s internal team.
- Identify product expansion opportunities through development of adoption strategies and establishment of key business objectives and performance indicators that align to the customers goals.
- Review customer complaints and concerns and seek to improve all aspects of the customer experience.
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
- Optimize existing processes within the company and actively enhance all Customer Success initiatives.
Requirements
- 5+ years implementing and/or managing SaaS applications
- 5+ years of technical/professional experience with project controls or project management applications as a power user and/or implementor is a plus
- Proven experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance
- Strong executive communication skills and presence
- Bachelors degree in Business or other related degree and/or equivalent years of experience
- PMP and/or Risk Management Certification(s) preferred
- Ability to travel up to 20%
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