Summary

Drives customer adoption and satisfaction for high-value or complex accounts while also managing building and equipment operations to support customer-facing activities.

Key Responsibilities

Manage high-value or complex customer accounts and ensure achievement of business objectives
Develop long-term success plans and drive product/service adoption
Provide executive-level reporting and business reviews (including surveys and feedback summaries)
Partner with Product to relay customer feedback and advocate for their needs
Onboard new customers and deliver product training
Maintain and update customer-facing knowledge bases and documentation
Gather customer insights to inform product roadmap decisions
Support internal initiatives such as content usage tracking, account creation, reporting, and monthly metrics
Work with internal teams to maintain course catalogs, LinkedIn updates, and customer demos

Requirements

3+ years in Customer Success, Account Management, or related role
Strong relationship-building and customer advocacy skills
Excellent organizational and time-management skills
Ability to deliver training, create documentation, and report on metrics
Experience collaborating with Product and Marketing teams to enhance customer outcomes
Demonstrated ability to effectively use and continuously enhance knowledge of Confluence, SharePoint, Google Workspace, Excel, survey tools (Microsoft Forms, Google Forms), and Jira

Benefits

Medical, dental, and vision coverage
Short and long-term disability coverage
Basic life insurance
Optional supplementary life insurance policy available
UKI will cover 100% of your individual premium for medical, dental, vision, disability, and basic life
401k plan with basic safe harbor matching (up to 4% match with 5% contribution)
15 days of PTO annually for either vacation or sick days
12 company holidays (same as 11 federal holidays) plus Christmas Eve

Ultimate Knowledge Institute

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