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
• 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

Last updated : 2024-05-22