Roles and Responsibilities
Customer Relationship Management
Develop a trusted advisor relationship with customers to ensure that both business strategy goals as well as technical and operational timelines are aligned. Strong empathy for customer Communicates effectively with customers to identify needs and evaluate alternative business solutions including interacting with senior executives to articulate Resilinc s value proposition and exploring new opportunities. Builds a knowledge base of each customer s business, organization, and objectives. Understands how to communicate difficult/sensitive information tactfully. Proactively identifies and addresses project risks and prevents these from turning into critical issues. Lead Quarterly & annual Business reviews with customers. Business Development
Identifies business development and add-on sales opportunities during the engagement. Engages with the Senior Account Executive or Executive Leadership Team as appropriate to help capitalize on these opportunities. Strong client management skills including interactions with Senior customer Executives (VPs and Sr. Director level) Excellent communication skillsin a variety of forms (written, conference calls, presentations). Ability to create client facing presentations is a must have. Project Management
Ensures successful delivery and adoption of Resilinc scustomer engagements. Be able to multi-task, prioritize tasks and initiatives in a fast-paced environment and collaborate with others to solve problems Ensures documentation is complete, current, and stored appropriately. Maintain customer & internal project plans, plan resource allocation & ensure timelines are adhered. Reviews key deliverables prepared by team before passing on to the customer. Facilitates team and customer meetings effectively. Tracks and reports team hours and performancemonthly. Effectively communicates relevant project information to Executive Leadership Team.
Technical Understanding
Possesses a thorough understanding of Resilinc s products, capabilities, and features. Understand customer s operational and technical structure to formulate how Resilinc s solutions can integrate and co-exist with other systems. Strong technical project management experience
4. Work with cross-functional teams Executive Leadership - to set key metrics and objectives Product Management -Ensure customer feedback & requirements are incorporated into product roadmap. Sales& Marketing - for cross-sell and up-sell opportunities & client retention. Finance - for Billing, AR & forecasting. Engineering & DATA - to drive customer outcomes & ensure there is customer feedback process.
Manage a high performance Customer Success Team
Define operational metrics & KPIs for team& establish system for governance & control. Review & set up training and mentoring plans to ensure effective onboarding for new members in team Foster collaboration within team and across customer lifecycle Create a culture of continuous learning coupled with effective and efficient use of technology.
Desired Candidate Profile
1. Minimum of 10 customer success experience, ideally in a software as a service (SaaS) environment
2. Strong working knowledge of the human resources or talent acquisition function a plus
3. B.S. or B.A. required, MBA is a plus
4. PMP Certification or PgMP Certification
5. Strong written and verbal communication skills.
6. Ability to quickly negotiate and reach consensus across diverse groups/teams a must
7. Strong organizational and project management skills
8. Must possess a collaborative working style and thrive in a team environment
9. Possess strong, pragmatic approach for achieving rapid results in a fast-paced, high-risk market space
10. Energetic self-starter with ability to work independently in a competitive and fast-paced environment. Strong work ethic is critical
11. Working knowledge with Microsoft Office products and Salesforce
12. Travel up to 30% (post covid)
General Criteria -
No Current career gapJob Stability factor
