Job Summary:

• Personally or through coordination, respond to email and in-app chat support requests according to SLA.
• Maximize customer delight by partnering internally to plan and implement improvements using supporting data, vision, and CRM automation tools.
• Source and procure freight opportunities to assigned driver fleet through various customers
• Act as a liaison between company driver managers and the customer contact to ensure a flawless shipment lifecycle from initial dispatch to final delivery
• Engage in the negotiation of rates to maximize revenue
• Assist as the point of escalation with carrier exceptions and shipment issues, to determine the best course of action and implement solutions
• Assist in core activities such as updating internal systems, providing rate quotes and/or updates to existing customers, and other tasks to ensure service excellence
• Build strong customer relationships
• Ensure compliance with Company standards and SOPs across assigned driver fleet
• Work with team members to identify opportunities for growth
• Continue to develop a deep understanding of the nuances and challenges of the trucking industry
• Provide training and coaching to teammates to further growth and development of expertise

Skills on Resume: 

• Customer Support Management (Soft Skills)
• Data Analysis (Hard Skills)
• Freight Sourcing (Hard Skills)
• Liaison Skills (Soft Skills)
• Negotiation Skills (Soft Skills)
• Problem Solving (Soft Skills)
• Relationship Building (Soft Skills)
• Industry Knowledge (Hard Skills)

Job Summary:

• Provide sales with an early warning on renewal risks.
• Conduct routine health status across all customers.
• Engage with SSP customers to help them further ideate and evolve use case with Agora, and nurture customers to a successful technical and commercial deployment.
• Develop an in-depth understanding of Agora's product technology and underlying architectures and help customers to engage with all Agora’s tools and different platform elements.
• Increase customers’ usage on the Agora platform through effective up- and cross-sell, identifying resources and best practices that will help customers increase end-user reach and adoption.
• Serve as the single point of contact and quarterback throughout the customer lifecycle, from onboarding, POC, go-live, scaling, and troubleshooting.
• Liaise with the Tech Support, Solutions Architect, or Developer Advocacy teams as appropriate to handle deeper technical challenges
• Work closely with these teams and Product/Engineering as well to find ways to improve the customer experience and contribute to product evolution.
• Identify potential blockers or opportunities with SSP or other smaller-scale customers and help them grow their business and deploy successful use cases on Agora.
• Develop deep understanding of customer use case, success metrics, business model, monetization targets and tech architecture to further success with Agora.
• Be accountable for SSP customer retention and growth, supported by Marketing, AE SMB sales and other team members to ensure every customer go-live is timely and successful.
• Monitor SSP usage for growth or churn patterns and take immediate actions to help customers, leveraging all available tools and teams.

Skills on Resume: 

• Renewal Risk Assessment (Hard Skills)
• Customer Health Monitoring (Hard Skills)
• Customer Engagement (Soft Skills)
• Product Knowledge (Hard Skills)
• Sales Strategy (Hard Skills)
• Project Management (Soft Skills)
• Technical Liaison (Soft Skills)
• Business Development (Soft Skills)

Job Summary:

• Identify and address any customer product-related issues or escalations.
• Provide designers insight into a customer's lived experiences.
• Manage a large number of accounts, through customer milestones and reading health signals
• Onboard new customers to the platform and support early product adoption
• Continuously look for opportunities to intervene in the customer lifecycle and support development on the platform
• Serve as a voice for customers in product design and development
• Sustain business growth and profitability by maximizing value through upselling, cross-selling and tracking renewals
• Analyze customer trends and data to improve the overall customer experience
• Mediate between customers and the organization, sometimes managing the relationship through complicated technical workflows
• Handle and resolve customer requests and complaints, either directly or indirectly through other teams and departments
• Conduct structured onboarding to ensure customers get results with the software.
• Develop mastery of life science quality management including applicable regulations and standards (ISO 13485, FDA 820).
• Report on key metrics including MAU, NPS, churn, etc.

Skills on Resume: 

• Issue Resolution (Soft Skills)
• Customer Insight (Soft Skills)
• Account Management (Hard Skills)
• Onboarding Support (Soft Skills)
• Customer Lifecycle Management (Hard Skills)
• Product Advocacy (Soft Skills)
• Sales Optimization (Hard Skills)
• Data Analysis (Hard Skills)

Job Summary:

• Develop and maintain Sollis Health’s member/ consumer interface strategy.
• Develop the go-to-marketing strategy for the post-sale customer journey.
• Work cross-functionally with marketing, sales, and medical to design an exceptional customer experience with real-time feedback, proactive communication, speedy resolution to issues, and orchestration across stakeholders.
• Spearheaded the membership renewal process.
• Develop and manage member-retention program, and subsequent communications strategy with the commercial team.
• Manage a team of member service representatives.
• Delegate strategy to member services department.
• Evangelize the suite and own communications strategy including newsletters, executive presentations, etc.
• Hold retrospectives and solicit customer feedback to continually optimize processes and products.
• Develop and iterate on an all-team manual for customer engagement.
• Oversee member billing and accounts (i.e. sending folios, fielding disputes, billing, receipts, refund requests) as well as walkout retrievals.
• Understand and utilize appropriate documentation and escalation paths established within the operations team.
• Maintain accurate records and document all customer success activities and discussions.

Skills on Resume: 

• Customer Interface Strategy Development (Hard Skills)
• Go-to-Market Strategy (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Membership Renewal Management (Hard Skills)
• Team Leadership (Soft Skills)
• Communication Strategy (Hard Skills)
• Customer Feedback Optimization (Soft Skills)
• Record Management (Hard Skills)

Job Summary:

• Responsible for customer support and customer success across the consumer business
• Partnering with sales team to ensure we’re delighting parents from signing up through to becoming loyal advocates.
• Manage and develop the team ensuring it’s built to scale to support the expected growth without compromising on delivering excellent customer service.
• Review and improve processes and reporting to maximize efficiency and productivity.
• Set clear team objectives, KPIs and development programs for the team.
• Foster end-user insight and empathy across the consumer business.
• Work closely with the product team to automate and remove manual processes where possible.
• Work closely with the Head of B2Bops to review and optimize the operations tech stack across the business, including Zendesk, Intercom and Vonage.
• Accurately forecast and report on the role’s key performance indicators
• Provide technical and solution leadership during the onboarding process by demonstrating full range of product features & capabilities and the benefits to clinicians and patients
• Successfully onboard new customers by researching the clinician’s environment (patient mix, procedure volumes, etc.) and personalizing training based on knowledge gained

Skills on Resume: 

• Customer Support Strategy (Hard Skills)
• Team Development (Soft Skills)
• Process Improvement (Hard Skills)
• KPI Reporting (Hard Skills)
• End-User Empathy (Soft Skills)
• Product Knowledge (Hard Skills)
• Onboarding Expertise (Soft Skills)
• Technology Optimization (Hard Skills)

Job Summary:

• Develop effective communication platforms for clients and staff.
• Manage scoping sessions between internal teams and customer teams
• Inspire repeat-business from clients.
• Monitor and measure client satisfaction.
• Liaise with different departments about client queries.
• Offer advice to clients on services and products.
• Develop surveys and capture client information.
• Participate in marketing campaigns.
• Deal with client requests and troubleshoot problems.
• Establish strong rapport and credibility with clinicians and staff as an expert on AffirmHealth’s software and related processes
• Maintain up-to-date detailed knowledge of the product/solution/services, and be able to present and discuss the benefits in relevant terms
• Maintain and track customer data including onboarding & activation rates, product utilization, and churn
• Understand and effectively respond to customers’ changing clinical or operational issues and challenges

Skills on Resume: 

• Effective Communication (Soft Skills)
• Project Management (Hard Skills)
• Client Relationship Management (Soft Skills)
• Client Satisfaction Monitoring (Hard Skills)
• Interdepartmental Liaison (Soft Skills)
• Consultative Selling (Soft Skills)
• Data Analysis (Hard Skills)
• Adaptability (Soft Skills)

Job Summary:

• Accountable for retaining and growing customer relationships
• Develop strong relationships with the C-Suite and key stakeholders
• Work closely with customers to understand needs and help drive the adoption of key features of OS33’s product suite
• Represent the voice of the customer while aligning with internal departments to deliver an outstanding customer experience
• Gather, understand, and articulately communicate client feedback on product offerings and services to help product and customer experience
• Collaborate with product training resources to increase product adoption and improve productivity
• Stay fully engaged with the latest trends and topics in the wealth management industry including relevant security and compliance topics
• Represent, promote, and distribute thought leadership content
• “Own the room” during onsite client presentations on product roadmap and solution design
• Organize and attend client events such as advisory boards, customer conferences and lunch and learns
• Participate in pre-sales and assist with closing new business opportunities
• Represent Applied in the insurance industry, including speaking at industry events, providing insight in digital adoption and other trends
• Manage and escalate client and/or department-related issues

Skills on Resume: 

• Customer Relationship Management (Hard Skills)
• Strategic Networking (Soft Skills)
• Needs Assessment (Hard Skills)
• Client Advocacy (Soft Skills)
• Feedback Analysis (Hard Skills)
• Product Training Coordination (Hard Skills)
• Industry Knowledge (Hard Skills)
• Presentation Skills (Soft Skills)

Job Summary:

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, engagement, reporting and high levels of customer satisfaction
• Negotiate and close renewals with existing customers whilst partnering with Sale to identify expansion and upsell opportunities. 
• Support the implementation process through to service execution to drive customers' ultimate success and maximize the value they get from WellteQ.
• Ensure that all client contractual obligations are being met while communicating any contractual risks to appropriate WellteQ management.
• Manage client expectations and effectively translate specific requests into underlying business needs and objectives, and in turn champion them across all departments within Wellteq.
• Partner with well cross-functional teams (participant support, product development, analytics, communication, finance) to resolve any operational and programmatic issues customers or users are facing.
• Ensure timely follow-up on client requirements, and mutually agreed deliverables dates are fulfilled to completion, using strong project management practices by disseminating details to appropriate cross-function stakeholders. 
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative, communication and reporting team.
• Lead an internal campaign/communication and operational coordination team to help create new and innovative digital strategies to acquire, engage and retain users whilst ensuring timely and accurate delivery of planned resources to support program success
• Serve as documentation specialist on all details and components of client’s account profile and specific needs and maintain this information on an ongoing basis.
• Work with all WellteC departments to identify, develop and improve processes for the implementation, product development and ongoing administration of clients.
• Utilise strong verbal and written communication skills, as well as technical and industry knowledge to establish credibility with internal & external stakeholders

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Project Management (Hard Skills)
• Contract Negotiation (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Customer Success Strategies (Hard Skills)
• Communication Skills (Soft Skills)
• Technical Knowledge (Hard Skills)
• Documentation Management (Hard Skills)

Job Summary:

• Partner with sales team to ensure a smooth transition and onboarding experience
• Proactively build relationships with customers to achieve loyalty
• Communicate order logistics
• Provide all requested information to customers
• Liaise all meetings with Design and Account Management teams
• Maintain customer satisfaction at all times
• Monitor inventory levels related to specific customers
• Identify upselling and cross-selling opportunities with the Account Management team
• Communicate on new features and suggest improvements to the Product and Operations teams
• Act as advisor to customers to ensure a successful launch
• Monitor and identify usage trends to uncover risks and support greater adoption rates
• Collaborate cross-functionally with internal teams (sales, marketing, operations, product, design and finance)
• Effectively manage a high volume of inbound customer requests, align them with internal resources and anticipate business needs

Skills on Resume: 

• Relationship Management (Soft Skill)
• Order Logistics Communication (Hard Skill)
• Customer Satisfaction Management (Soft Skill)
• Inventory Monitoring (Hard Skill)
• Upselling and Cross-Selling (Hard Skill)
• Trend Analysis (Hard Skill)
• Cross-Functional Collaboration (Soft Skill)
• High-Volume Request Management (Hard Skill)

Job Summary:

• Lead on work with existing clients to support them in achieving goals via product.
• Assessing customer needs to understand where additional support is needed and how we can provide it.
• Develop new and existing clients within the pay equity market, generate leads and arrange meetings.
• Identify, manage, and close multiple opportunities at the same time.
• Empower new customers to use SaaS product and additional services in new and creative ways that benefit business.
• Demonstrate the platform to new and existing clients via video, in person and at events
• Entrepreneurial drive and ability to sell creative solutions to new and existing clients
• Dynamic, high-energy self-starter with highly effective written, presentation and closing skills
• Confidence and ability to problem solve, and communicate the value of the Gapsquare SaaS platform to decision-makers.
• Working to improve customer success from onboarding through to implementation and ongoing support.
• Dealing with inbound inquiries about the product, conducting online software product demonstrations and subsequent signup and onboarding for new customers.
• Management of sales and service team to provide customers with a seamless experience throughout software subscription.
• Collaborate closely with Sales, Product Management, and Development, particularly in ensuring overall alignment with customer expectations on strategic, large-scale directed development engagements
• Collaborate with Services leaders, identifying optimization opportunities within accounts and handing over for execution, while staying closely engaged on progress and outcomes

Skills on Resume: 

• Relationship Management (Soft Skills)
• Order Logistics Communication (Hard Skills)
• Customer Satisfaction Management (Soft Skills)
• Inventory Monitoring (Hard Skills)
• Upselling and Cross-Selling (Hard Skills)
• Trend Analysis (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• High-volume request Management (Hard Skills)

Job Summary:

• Manage a team of integration specialists and oversee the day-to-day operations of the team
• Own KPIs and be responsible for achieving set targets related to customer onboarding
• Own the overall onboarding process of the SharpSpring software while developing, and driving continuous improvement initiatives
• Be a part of the Customer Success Management team and help drive overall strategy and process improvement initiatives
• Collaborate with the Account/Sales/Channel teams to understand the business relationship between clients and ensure growth attainment and increased footprint.
• Work within the parameters of the established relationship to ensure the satisfaction and success of the accounts enrolled in the Customer Success Program.
• Develop and maintain long-term relationships with stakeholders by networking with customers and the different groups within the organization.
• Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, both orally and in writing.
• Ensuring customer experience is of the highest quality through implementing an effective customer feedback and feedforward loop.
• Working closely with the Marketing Team on campaign objectives and implementation.
• Secure successful execution of agreed improvement projects
• Contribute to the development of Customer Success KPIs, targets, and team incentive plans
• Design and create reports and presentations needed to communicate progress on Customer Success team activities to key stakeholders

Skills on Resume: 

• Team Leadership (Soft Skills)
• KPI Management (Hard Skills)
• Process Improvement (Hard Skills)
• Strategic Collaboration (Soft Skills)
• Stakeholder Relationship Management (Soft Skills)
• Effective Communication (Soft Skills)
• Customer Experience Optimization (Hard Skills)
• Presentation Skills (Hard Skills)

Job Summary:

• Act as an executive sponsor for key customers, including partnering with Sales on account strategy and overall customer health
• Lead the governance process for strategic customers, including establishing consistent presentation content, success criteria, and shared issue tracking
• Lead cross-functional teams focused on resolving escalated customer issues
• Educate customers on the value of the Stratifyd platform and encourage optimal utilization matching each customer use case.
• Develop and maintain extraordinary relationships with customers to ensure satisfaction and retention while helping to grow incremental user base and revenue.
• Train customers on the core components of the platform to ensure successful product adoption and long-term retention.
• Gather customer product feedback to help product management define the product roadmap.
• Collaborate with the Marketing team by encouraging customer advocacy and creation of case studies to help maintain strong customer sentiment and referrals.
• Manage and escalate incidents or issues experienced by customers to product management to manage investigation and resolution.
• Maintain customer communication of incidents from reporting until resolution, proactively engage with other teams and set customer expectations accordingly.
• Develop project plans and communications to ensure visibility and timely onboarding of customers or deployment of company projects.
• Guide customers in strategic use of Stratifyd’s products and develop short and long term retention strategies for each customer.
• Communicate effectively and professionally at multiple levels within a customer’s organization

Skills on Resume: 

• Customer Relationship Management (Soft Skills)
• Strategic Account Management (Hard Skills)
• Governance Process Leadership (Hard Skills)
• Cross-Functional Team Leadership (Soft Skills)
• Customer Education (Soft Skills)
• Feedback Gathering (Hard Skills)
• Effective Communication (Soft Skills)
• Project Management (Hard Skills)

Job Summary:

• On-board new and existing clients through proactive outreach while coordinating efforts with the Implementation Services team.
• Overall accountability for customers’ success, which includes increasing engagement, product demonstrations, customer retention and overall satisfaction
• Establishing a trusted strategic advisor relationship with each client and driving the continued value of products and services.
• Present and train clients on new functionality as well as conduct quarterly relationship management meetings.
• Identify opportunities for account growth and collaborate with Renewal & Expansion managers to increase customer ACV.
• Troubleshoot customer issues quickly with actions that resolve open issues and questions.
• Facilitate routine and recurring communication with client management and the client’s performance measurement team.
• Successfully navigates both client-facing and internal demands to facilitate the resolution of obstacles that could jeopardize client relationships.
• Manage client expectations effectively and ensure key enhancements to the product or service are communicated to all users
• Work collaboratively with the technology team in the ongoing development and maintenance of the Investment Metrics platform. 
• Represent the voice of the customer, capture and feedback on client requirements to the business.
• Getting first-hand customer information and using it to meet customer needs
• Documenting and simplifying complex tasks and managing multiple detailed client requests at one time.

Skills on Resume: 

• Client Onboarding (Hard Skills)
• Customer Success Management (Soft Skills)
• Strategic Advisory Skills (Soft Skills)
• Presentations (Hard Skills)
• Opportunity Identification (Soft Skills)
• Issue Resolution (Hard Skills)
• Communication Facilitation (Soft Skills)
• Task Management (Hard Skills)