PG
Patronus GroupCustomer Success Agent
Customer Success Agent managing customer inquiries and feedback at a health tech startup in Berlin. Collaborating with teams for continuous improvement and client satisfaction.
About the role
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
- Be accountable for enabling customers to achieve their desired outcomes, setting them up for success during critical moments that matter in the journey, as evidence over time through product adoption.
- Co-create Value Achievement & Success Plans with your customers to develop a deep understanding of their business, primary business outcomes, and tangible success metrics.
- Develop, automate and scale customer lifecycle events including kickoff/onboarding, business review, feature announcements, utilization and user engagement.
- Address customer inquiries, manage obstacles, and identify ways to drive additional value.
- Establish periodic touchpoints to ensure customers are informed, remain engaged, and solicit general feedback.
- Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals.
- Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner.
Requirements
- 5+ years of customer success, service, product, account management, or software sales experience in a B2B SaaS Solutions environment
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders while navigating tough conversations
- Strong presentation and communication skills, verbal and written
- Project management skills, with proven results working as a reliable advisor to drive business value for customers
- Highly data-driven with a dedication to following processes
- Intellectually curious and enjoys creative problem solving
- Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
- Flexible approach, able to operate effectively with uncertainty and change
- Bachelor's degree preferred, or equivalent experience.
Benefits
- Excellent medical, dental and vision insurance options
- HSA and FSA options + company HSA contributions
- 401K matching
- 100% paid parental leave
- 15 paid holidays + competitive PTO
- Flexible work environment
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