Customer Success Executive

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November 1

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Career Developers, Inc.

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Career Developers, located in West Palm Beach and has been serving the NY Metro area for 3 decades! We are an experienced, full-service agency providing permanent placement as well as consulting/contracting services. We recruit for the following sectors: Information Technology, Accounting, Marketing and Human Resources for a variety of small start-ups, to mid-size clients throughout the New Jersey/New York area. We have lately been focused on Fintech, Adtech, Health Tech, and other smaller growing fast-growing start-ups. Since our inception in 1994, our main goal has been relationship building, partnering, and helping our clients and candidates achieve their ultimate goals.

11 - 50 employees

Founded 1994

📋 Description

• Serve as the primary point of contact post-implementation for our largest global customers • Assume overall responsibility for investment adoption and ensure customer satisfaction by preventing and resolving critical issues and escalations • Partner with customers to define desired business outcomes, focusing on maximizing value realization from our solutions and services • Manage and coordinate key activities with other internal functions including Professional Services, Technical Services, Support, Product, and Engineering to achieve measurable outcomes • Build strong relationships with senior stakeholders, and deliver compelling QBR’s that drive confidence • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value • Partner with internal team members to align account activities with the customer's business case and strategy • Work with the sales team to properly sell and position Success Services • Provide proactive recommendations for best practices and find creative solutions to any challenges that may arise • Conduct consistent customer health checks • Prepare and educate customers on new features and releases • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

🎯 Requirements

• 8 plus years of customer success experience in enterprise software or SaaS organization with accounts > $100k ARR and total books of business > $3m • Proven track record of driving issues to resolution and advocating on behalf of a customer • Expert time management • Experience of working with global enterprise customers is required • Strong knowledge of cloud architecture and the IT landscape • Extensive experience in consulting and implementation of IT systems, preferably cloud service and/or identity management • Previous Technical Account Management or Solution Architect experience is a plus • Knowledge of enterprise IT functions • Experience in working with HRIS is an advantage • 2 plus years of application programming and system support experience is preferred • Demonstrated ability to plan and execute against customer priorities and expectations • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence • Experience with SaaS solutions such as Salesforce, ServiceNow, and Workday preferred • Available to travel up to 35%

🏖️ Benefits

• Competitive salaries • Generous equity • Collaborative work environment • Diverse and remote-friendly work atmosphere