Senior Customer Adoption Specialist

hace 2 semanas


San José, San José, Costa Rica Tibco A tiempo completo

About Cloud Software Group

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Cloud Software Group is one of the world's largest cloud solution providers, serving over 100 million users globally. When you join our team, you are making a difference for real people who rely on our suite of cloud-based products to get work done from anywhere.

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Our company values diversity, innovation, and teamwork. As a Customer Success Engineer, you will play a critical role in ensuring customer success and adoption within a portion of our business unit contributing to 50% of our ARR.

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You will be responsible for helping customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. This includes establishing customer-centric programs and processes, collaborating with stakeholders across Cloud Software Group, and consistently delivering value to our customers.

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Your role will involve continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and pinpointing accounts primed for expansion. Key responsibilities include tracking key customer adoption metrics, owning customer onboarding, demonstrating resolution expertise, conducting webinars and training, high-touch customer engagement, low-touch customer engagement, expanding account stickiness, problem-solving, and continuous improvement & growth.

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Key Responsibilities

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- Track key customer adoption metrics to drive strategy and improvements

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- Own customer onboarding, focusing on First Active Use, Meaningful Use, and increased Total Active Use

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- Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues

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- Conduct webinars and training to develop and create content for customers at scale

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- Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile

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- Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption

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- Foster and maintain relationships with customer advocates

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- Prioritize customer adoption and retention through strategic initiatives

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Requirements

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To be successful in this role, you should have 2 or more years of experience in Customer Success, Support, or related field experience. A strong understanding of Cloud Software Group products and services or relevant previous SaaS experience is required. The primary goal of a CSE is to ensure customer success, which requires a customer-centric mindset and the ability to empathize with customer needs and concerns.

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A proven ability analyzing customer data and triggers to make data-driven decisions on what to engage on, multi-tasking hundreds of customer accounts, and collaboration with other teams, such as sales, marketing, and product development, are essential skills for this position.



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