Responsibilities
- Assist a diverse group of clients, working closely with administrators and account owners to understand their objectives, guide implementation, and foster effective usage habits that enhance the activation of the product.
- Conduct focused, time-limited interactions across onboarding, activation, and value achievement milestones, ensuring clients receive appropriate guidance through a pooled portfolio model.
- Lead and facilitate numerous training webinars, guiding client groups through best practices and configuration to support successful onboarding and activation at scale.
- Address incoming client inquiries promptly and professionally, offering clear guidance, resolving issues efficiently, and ensuring a positive client experience.
- Track client health, addressing risk or opportunity signals by executing appropriate strategies at key intervention points to drive successful outcomes.
- Serve as an educator, empowering and coaching clients to successfully launch and adopt core functionalities, and utilize self-serve resources.
- Identify trends and common themes to help improve and refine the digital/scaled engagement model.
- Advocate for the needs of clients, promoting internally for product enhancements, feature requests, and experience improvements informed by client feedback.
- Collaborate with various internal teams such as Solutions, Growth, Renewals, Community, and Support to ensure client needs are met efficiently throughout their lifecycle.
Requirements
- 2+ years in a Customer Success, Account Management, or related role, preferably in a software-as-a-service environment.
- Ability to excel in a fast-paced environment and adapt to changing priorities and demands.
- Strong teaching skills with the ability to simplify complex systems into understandable and actionable insights.
- Detail-oriented, resourceful, and creative problem solver, always focusing on the underlying reasons behind tasks.
- Team player with effective collaboration and self-starter skills.
- Ability to manage multiple projects and client engagements simultaneously.
- Excellent communication skills, both written and verbal, with the ability to tailor messages for different audiences and segments.
- Strong interpersonal skills with a proven ability to build client relationships.
Nice to Have
- Experience with password management and/or cybersecurity related experience.
- Experience with customer relationship management and customer success software.
Benefits
- Support a large, pooled portfolio of customers, partnering closely with admins and account owners to understand their goals, guide deployment, and establish healthy usage habits that deepen activation of the product.
- Deliver high-impact, time-bound engagements across onboarding, activation, and value milestones, ensuring customers receive the right level of guidance at scale through our pooled portfolio model.
- Host and moderate many training webinars, guiding groups of customers though best practices, and configuration to support successful onboarding and activation at scale.
- Respond to inbound customer requests in a timely and professional manner, providing clear guidance, resolving issues efficiently, and ensuring a quality customer experience.
- Monitor customer health, addressing signals of risk or opportunity by executing the appropriate playbooks at key intervention points to drive successful outcomes.
- Act as a teacher, empowering and coaching customers to successfully launch and adopt core functionality, and use our self-serve resources.
- Surface trends, and common themes to help evolve and refine our digital/scaled engagement model.
- Champion the voice of our VSB customers, advocating internally for customer-informed product enhancements, features requests, and experience improvements
- Collaborate cross-functionally with internal teams such as Solutions, Growth, Renewals, Community, and Support to ensure customer needs are addressed quickly across their lifecycle.
Compensation
Competitive salary and benefits package, including health, dental, retirement savings, and equity grants.
Work Arrangement
On-site
Team
Collaborative and customer-focused team environment.
USA-based roles only
The annual base salary for this role is between $62,000 USD and $87,000 USD, and is commission-eligible. This role is also immediate participation in the company's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only
The annual base salary for this role is between $58,000 CAD and $81,000 CAD, and is commission-eligible. This role is also eligible for immediate participation in the company’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Compensation Philosophy
The company approaches each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
Vacancy Details
This posting is for an existing vacancy.
Background Check
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
Not provided
