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
