Job Summary:

• Actively managing new & existing accounts, including providing onboarding assistance and product/feature demos.
• Helping in troubleshooting and providing support to new and existing customers.
• Building and maintaining support logic as we scale operations.
• Liaising with operations and technical teams to deliver exceptional customer support.
• Serving as the lead point of contact for all customer matters.
• Implementing, improving and standardizing key processes to ensure a consistent and delightful journey for the customers.
• Continually optimizing the tools, processes and systems we use to deliver an effective customer support experience.
• Working closely with product managers to provide feedback and help prioritize improvements based on customer feedback.
• Creating initiatives to drive customer satisfaction and adoption.
• Develop communication standards and documentation in order to guarantee uniform, seamless and professional communication with customers
• Consolidate these standards while interacting with customers as part of the corporate culture and will work closely together with various other departments

Skills on Resume: 

• Account Management (Soft Skills)
• Customer Onboarding (Hard Skills)
• Troubleshooting Support (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Feedback Integration (Soft Skills)
• Customer Satisfaction Initiatives (Soft Skills)
• Communication Standards Development (Soft Skills)

Job Summary:

• Support company retention targets by ensuring successful onboarding, adoption, and product usage throughout customer lifecycle of SaaS product,
• Engage with specific assigned customers as the lead point of contact
• Build and maintain long-term, quality relationships with customers, leading to high renewal and retention
• Taking proactive measures to ensure the customer is fully engaged and aware of products potential
• Be a liaison between internal and external stakeholders
• Identify and share growth opportunities to strategic account executives
• Dig deep within assigned accounts to identify key players and influencers to generate solutions that interest
• Advocate for customers within the company
• Operate as the escalation point for customer issues and ensure the customer is delighted with the outcome
• Raise awareness of company brand and product solutions through call and email campaigns

Skills on Resume: 

• Customer Onboarding Expertise (Hard Skills)
• Relationship Management (Soft Skills)
• Proactive Engagement (Soft Skills)
• Stakeholder Liaison (Soft Skills)
• Opportunity Identification (Hard Skills)
• Influencer Mapping (Hard Skills)
• Customer Advocacy (Soft Skills)
• Issue Resolution (Soft Skills)

Job Summary:

• Define, build and support the required solution architecture of the platform integrated into customers’ IT/OT landscape
• Evaluate external data systems and business requirements to create the best connectivity layer design according to best practices
• Help customers integrate data landscape by implementing and configuring the various available connectivity options in practice including the creation of queries to select the relevant data from the selected data sources
• Create and document the data models that originate from the design discussions
• Develop reference architectures and deployments, including (private) cloud setups and SaaS offerings
• Develop and maintain best practices in the setup of external connectivity between the platform and various data sources, for both time series and context (relational) data sources
• Document and educate both and customer resources on system design to ensure long-term success
• Ensure customer setups adhere to (cyber)security standards, data access is controlled and implemented according to customer standards, and best practices are developed
• Continuously educate on emerging technologies and database (time series in particular) developments in the manufacturing industry, and share key insights and learnings with the broader Customer Success team
• Team up with the Customer Success Managers* (CSM) and engage sponsor level at customers to discuss futureproofing customer architecture
• Support the sales process by joining connectivity and architecture discussions, helping with the completion of RFI/RFP processes etc.

Skills on Resume: 

• Solution Architecture Design (Hard Skills)
• Data Connectivity Design (Hard Skills)
• Data Integration (Hard Skills)
• Data Modeling (Hard Skills)
• Reference Architecture (Hard Skills)
• Cybersecurity Compliance (Hard Skills)
• Technical Documentation (Soft Skills)
• Collaboration with CSMs (Soft Skills)

Job Summary:

• Understand customer's complex business requirements, and communicate implementation approaches.
• Articulate the solutions into business requirements
• Manage multiple projects simultaneously
• Lead the customer on the onboarding journey, managing expectations, risks and billable hours
• Work closely with the Integrations & Configuration teams and Project Managers to meet deadlines
• Provide sufficient guidance and documentation for seamless handover to Success and Support
• Assume revenue responsibility for 30 customers on average and understand businesses to achieve quarterly and annual renewal and expansion targets within the market.
• Define and execute strategy for maturing and expanding customer accounts by establishing and managing relationships with senior executives.
• Develop a strong knowledge of the entire suite of Qualtrics solutions.
• Help to build, define, and architect the experience management category, and champion it to the world as one of the fastest-growing segments in the experience economy.
• Continue building Qualtrics’ unique culture by living Qualtrics’ values (TACOS).

Skills on Resume: 

• Business Requirements Analysis (Hard Skills)
• Project Management (Hard Skills)
• Customer Onboarding (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Client Relationship Management (Soft Skills)
• Revenue Responsibility (Hard Skills)
• Experience Management Knowledge (Hard Skills)
• Cultural Alignment (Soft Skills)

Job Summary:

• Lead structured success meetings (can also include QBRs) with customers to review the Success Plan and collaborate with them to maximize positive business outcomes.
• Provide demonstrations and walkthroughs of product capabilities to help drive engagement and feature adoption.
• Act as a trusted advisor that continuously builds confidence through clear communication and by delivering on commitments.
• Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for desired business outcomes.
• Provide expert coaching to customers on individual elements of the success plan and respond to inbound, 'how-to' inquiries that fall between technical support issues and consulting services.
• Utilize strong project management skills to implement Success Plans and ensure that both the customer and internal teams (SAs, Support) are working towards mutually agreed to objectives.
• Conduct periodic check-ins with customers to ensure XTM is delivering value and driving desired outcomes.
• Monitor customer satisfaction closely. 
• Execute targeted, proactive outreach to address account risk early.
• Create product 'how to' and best practice collateral such as blog posts, presentations, or FAQs to accelerate best practice sharing and coaching effectiveness.
• Work towards achieving annual sales targets and agreed to key performance indications (KPIs) related to customer account growth, retention, and satisfaction.

Skills on Resume: 

• Customer Engagement (Soft Skills)
• Product Demonstration (Hard Skills)
• Trusted Advisor Skills (Soft Skills)
• Technical Acumen (Hard Skills)
• Coaching and Support (Soft Skills)
• Project Management (Hard Skills)
• Customer Satisfaction Monitoring (Soft Skills)
• Content Creation (Hard Skills)

Job Summary:

• Take overall responsibility for restaurant partners using POS
• Drive upselling and cross-selling projects with the goal of increasing profits on top of core products
• Work closely and collaboratively with a range of internal stakeholders
• Develop a deep understanding of the food delivery & dining sectors and relevant trends
• Provide 2nd line support, offering product/technical assistance, training & feature adoption
• Identify at-risk partner restaurants who are likely to churn and proactively reach out to ensure they stay active partners
• Reporting to the Head of Customer Success and will have responsibility for looking after the field of direct customer service and communication
• Communicate with customers through various channels (chat, telephone, email, social media etc.) and will outwardly represent the company to the customers
• Give customers the best possible advice with a view to finding solutions for them and acting on wishes
• Contribute to the strategy and operations of the Customer Success Center and will be responsible for ensuring targets are met

Skills on Resume: 

• Restaurant Management (Hard Skills)
• Upselling Strategies (Hard Skills)
• Collaboration (Soft Skills)
• Industry Trends Knowledge (Hard Skills)
• Technical Support (Hard Skills)
• Churn Prevention (Soft Skills)
• Multi-Channel Communication (Soft Skills)
• Problem Solving (Soft Skills)

Job Summary:

• Collaborate with R&D on product issues and gather customer requests to define requirements for future features in TrendMiner
• Drive internal improvement projects to continuously optimize the Customer Success approach
• Provide remote and in-house training on best practice processes and/or new features.
• Aid in the development of new features working with customers and product team to understand requirements.
• Provide phone and email support to ensure best practice processes are understood and followed within the Service Level Agreement (SLA).
• Conduct regular database health checks to identify learning gaps.
• Assist in the configuration of new clubs, ensuring the setup is by customer's specifications.
• Keep track of the progress of all new club setups and report to relevant stakeholders.
• Perform account management duties to ensure a good customer experience and maximize the customer's utilization of the application, leading to improved retention.
• Conduct Market research and study Software vendor's trends
• Evaluating the practices and Customer Success strategy of selected vendors.
• Creating and presenting analysis reports.

Skills on Resume: 

• Collaboration (Soft Skills)
• Project Management (Hard Skills)
• Training and Development (Soft Skills)
• Technical Support (Hard Skills)
• Data Analysis (Hard Skills)
• Configuration Management (Hard Skills)
• Account Management (Soft Skills)
• Market Research (Hard Skills)

Job Summary:

• Identifying business opportunities around Customer Success in vendors
• Helping to define offerings for each vendor based on Customer Success opportunity mapping
• Devising strategies to develop Customer Success business in selected vendors
• Implement solid practices and structure for onboarding clients. 
• Create the triggers and reports necessary to help Business partners work strategically with accounts, and proactively identify risk, and expansion opportunities. 
• Manage the performance and development of the customer success team.
• Assess daily/weekly service levels and quality of service and report regularly to relevant management teams.
• Set target service levels for each team, ensure they are achieved, and identify innovative ways to enhance current service levels.
• Monitor and manage customer requests and activity while driving customer adoption & awareness.
• Continuously learn and build expertise across XTM products, services and assigned customers

Skills on Resume: 

• Business Opportunity Identification (Hard Skills)
• Offering Development (Hard Skills)
• Strategic Planning (Hard Skills)
• Client Onboarding (Hard Skills)
• Data Reporting (Hard Skills)
• Team Management (Soft Skills)
• Service Level Assessment (Hard Skills)
• Customer Engagement (Soft Skills)