Customer Success Management Lead
hace 6 días
About the Role
We are seeking a highly experienced Customer Success Management Lead to join our team. In this role, you will oversee a team of Customer Success Engineers responsible for 50% of the ARR.
Your key responsibilities will include establishing customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers.
- Key Responsibilities:
- Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
- Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
- Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.
- Execution: Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
- High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
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