Customer Success Specialist focusing on automation and chatbot for enhancing customer experiences at Up.p. You will connect data, technology, and empathy to deliver value to each interaction.
About the role
- Drive impactful results for clients ensuring maximum value from Strider's products and services. Focus on delivering an exceptional client experience from contract to renewal, enhancing retention and expansion.
Responsibilities
- Client Journey Ownership: Lead clients through every phase of their journey with Strider, from contract signature to renewal. You will be responsible for kickoff meetings, training, onboarding, and conducting regular business reviews.
- Client Expansion: Identify opportunities for expanding the Strider product portfolio with existing clients. Partner with the sales team to align the right solutions with client needs at the right time.
- Cross-Functional Collaboration: Partner with internal teams, including product, sales, and engineering, to bring the best resources and expertise to clients when they need it most.
- Ethical Leadership: Uphold confidentiality and integrity in all client interactions, maintaining the trust and security that is core to Strider’s mission.
- Proactive Client Management: Anticipate client needs and challenges, providing solutions before they escalate. Respond quickly to client requests, acting with urgency and professionalism. In every client interaction, we strive to exceed expectations by adhering to the following principles: Be prepared for every client interaction. Be proactive by anticipating client needs and opportunities. Be professional through our actions and dress during client interactions.
Requirements
- 3-5 years of successful client success experience, or equivalent experience in a client-facing and/or consulting role.
- Established track record of enabling clients to achieve results.
- Demonstrated high learning agility with ability to quickly comprehend Strider’s unique capabilities and data sets.
- Proven self-starter, who’s comfortable in a fast-paced and sometimes self-directed, startup environment.
- Excellent verbal and written communication skills.
- Engaging personality who can connect with clients and resolve client concerns.
- Strong time management and organizational skills.
- Available to travel up to 20% for client engagements.
- Previous experience in a Client Success role in a SaaS, DaaS, or Intelligence company (Preferred).
- Previous experience working with large enterprise clients (Annual revenues greater than $10B) (Preferred).
- Previous experience working with or familiarity with Corporate and Information Security clients, especially Counterintelligence, Insider Risk, and Supply Chain Risk programs (Preferred).
- Previous experience in the U.S. military, defense, and/or intelligence community (Preferred).
- Previous experience in Corporate and Information Security, especially Counterintelligence, Insider Risk, and Supply Chain Risk programs (Preferred).
- Previous sales or demand generation experience (Preferred).
- Proficiency in a foreign language, especially Mandarin, Russian, or Persian (Farsi) (Preferred).
Benefits
- Competitive Compensation
- Company Equity Options
- Flexible PTO
- Wellness Reimbursement
- US Holidays (Office Closed)
- Paid Parental Leave
- Comprehensive Medical, Dental, and Vision Insurance
- 401(k) Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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