Our collaborative and dynamic Customer Success group is responsible for acting as trusted advisors to our customers. In this role, you will work on a range of activities such as collaborating on solutions cross functionally, driving customer adoption, and assisting customers in identifying additional value-creation opportunities.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
- Take an active role in campaigns and business-building initiatives with the goal of increasing customer satisfaction.
- Execute individualized/segmented account engagement plans for driving growth and adoption of Lone Wolf solutions for strategic accounts within assigned territories.
- Demonstrate product knowledge surrounding the adoption and usage of Lone Wolf core products.
- Work with key stakeholders to establish strong business relationships.
- Maintain a regular cadence of contact to identify and address business needs and challenges, field requests, and actively recognize cross-sell and up-sell opportunities.
- Coordinate the involvement of company personnel to meet account objectives and expectations, escalating issues when necessary.
- Manage renewal activities for contracted customers.
- Prioritize and schedule work activities to ensure established targets are achieved or exceeded.
- Use product and industry knowledge to help fill customer knowledge gaps, guide customers to the use of help resources, and reduce support dependency.
- Successfully master departmental KPIs
QUALIFICATIONS:
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EDUCATION: Bachelor’s Degree preferred.
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EXPERIENCE:
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5+ years working within a customer-facing account management, Sales role or similar
- Experience working in a fast-paced, entrepreneurial, diverse and dynamic environment.
- Proven success in a competitive or goal-oriented work environment.
- Focus on Advocating for the Customer
KNOWLEDGE/SKILLS/RESPONSIBILITIES:
- Strong focus on customer satisfaction
- Strong listening and communication skills
- Efficient problem-solving abilities
- Strong time management and organizational skills
- Ability to successfully manage/execute multiple projects simultaneously
- Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
