ESSENTIAL FUNCTIONS:
Owning the customer experience within all business units of Fullsight, work with Product, Sales, Operations, IT, and Marketing to establish onboarding and retention tactics for platforms that deliver value to new/renewing customers, with a primary focus on revenue based platforms.
Provide leadership and resources and manage a team of Customer Service Account Managers and Onboarding/Implementation Specialists.
Working across business units at Fullsight, develop, implement, and manage programs and resources to support customer's adoptions and use of all Fullsight subsidiary company's products and services.
Develop metrics and benchmarks for both product and customer success and retention.
Bring the voice of the customer into the product development process to ensure new products are developed and launched with customer needs as a focus.
Own the strategy for strategic relationship and revenue growth with existing customers as part of the larger retention program, including preparing and conducting customer business reviews.
Provide the leadership and resources to the Customer Success Account Managers, work with Sales to develop the list of targeted accounts, work with Product teams on data results, and ensure set revenue growth goals are met.
Own and manage customer engagement programs as part of the subscription retention and nurture strategy, including working with Onboarding/Implementation Specialists, Sales, Operations, Product, and Marketing on monthly newsletters, webinars, trainings, workshops, and programs for "At-Risk to Churn" accounts.
Own and Manage the customer success software integrated with the Martech stack and customer platforms.
Provide tactics and resources to product development and product management for new integrations.
Develop customer health scores, work with Sales on proactive account management resources, and gather and interpret the data for usage and platform engagement.
MINIMUM REQUIREMENTS:
Bachelor's Degree in Business, Communications, Marketing or related field
Five years experience operating and managing a customer success department
Strong experience with SalesForce, webinar software, and Microsoft Office applications
Exceptional verbal and written communication skills and be a compelling public speaker
SAAS implementation, onboarding, and retention tactics experience
Health scoring, churn rates, product performance benchmarking, and data analytics experience
Fluent in Microsoft Office suite of products, including: Word, Excel, PowerPoint, Visio and Outlook
Strong technical acumen
Fluent in WebEx or other online presentation platforms
35% Travel
PREFERRED QUALIFICATIONS:
Customer success software management a plus
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.
35(c)
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