Vyond’s Customer Success team advises and guides our customers, ensuring they launch Vyond successfully, adopt it widely, and are continually driving business value from Vyond.

You'll be assigned a list of contacts and will apply strategies to engage and retain these contacts based on a playbook of activities. 

Working out of Vyond’s customer success management platform, you’ll key in on at-risk accounts and utilize the playbook to improve their health scores and drive platform usage. You will perform a range of activities from email correspondence, to 1x1 customer meetings, to webinars; all with the goal of increasing retention and fostering growth in your subset of customers. You’ll partner cross-functionally with members of sales, renewals and marketing to achieve your targets.  

Part coach, project manager, consultant, liaison, and product expert, our Vyond Customer Success team is responsible for helping assigned customers get the most out of their investment in our services.

Responsibilities

• Across a base of thousands of small to medium-sized accounts, use Vyond’s customer success management platform to identify at-risk accounts and take action accordingly.

• Serve as the voice of the customer in internal meetings, and represent their needs accurately and effectively.

• Guide and coach customers on implementation & adoption.

• Coach customers to be product experts and train their teams on Vyond Studio so they become increasingly self-sufficient.

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.

• Identify common customer challenges and actively suggest better solutions.

• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

• Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing, and create new, onboarding assets.

• Represent Vyond at industry conferences to connect with current customers & build relationships with prospective customers.

Requirements

• 3 years of experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.

• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

• Strong interpersonal skills and experience building strong internal and external relationships.

• Consistent track record of highly-professional customer service in a fast paced, dynamic environment.

• Diplomacy, tact, and poise under pressure when working through customer issues.

• Excellent communication skills, both verbal & written.

• Experience building relationships across enterprise organizations, from C-suite to associate level.