Responsibilities :

• Identify product usage gaps and provide actionable solutions to the customers.
• Re-onboard and re-train clients on the platform and help derive more value. Work closely with various stakeholders such as IT, Infosec, Branding, and so on to successfully implement the platform.
• Build value-based relationships with customers and create Xoxoday champions.
• Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI,
• Drive desired customer outcomes through a consultative approach.
• Identify opportunities for upselling and cross-selling along with the Account Managers.
• Project manage the entire relationship with the client, be the voice of the customer within Xoxoday and ensure communication with all internal and external stakeholders on a timely basis.
• Communicate and brainstorm with the product team on customer feedback and help refine the product roadmap.
• Work with the marketing team to execute customer surveys, case studies, etc.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Drive customer advocacy through reviews, testimonials, and customer meetups; and create a center of excellence within the customer's organization.

Requirements:

• Ability to learn and be organized using various project management processes and tools like JIRA, Notion, Gitbook, Docs, Excels, Hubspot etc.
• Basic understanding of Enterprise IT systems, integration jargon, firewall, infosec, and privacy policies.
• Should be open to aligning with the different time zones based on business requirements.
• Showcases exemplary written and verbal communication skills to work with Global Customers.
• Has an exceptional ability to communicate and foster positive business relationships.
• Demonstrates a deep understanding of customers’ concerns and thoughts regarding the use of products.
• Managed customers across different segments in the past and knows how to manage them differently.
• Exhibits a true passion for customers and for Customer Success.