• Act as the primary point of contact across client portfolio's lifecycle: onboarding, adoption, sustainability, and renewal
• Serve as an expert on Vimocity’s project management and implementation methodology.
• Work with clients to understand motivation, business drivers, strategic goals, and desired outcomes, in collaboration with the clients, create implementation plans that include adoption strategy, timelines, and communication strategies
• Manage multiple concurrent clients of varying budgets, sizes, and complexity
• Build strategic client relationships at the senior leadership level and provide insight, reporting, and guidance, and facilitate regular meetings to review adoption and outcomes
• Continuously improve the delivery methodology
• Act as the voice of clients cross-functionally within Vimocity, providing feedback to the Product team and broader business.
• Collaborate closely with Vimocity counterparts to analyze customer data to identify, communicate, and act upon both risks and opportunities
• Proactively drive data-driven, account-focused actions to increase customer engagement and product adoption

Skills: Client Relationship Management, Project Implementation, Strategic Planning, Communication Strategy, Data Analysis, Stakeholder Engagement, Cross-Functional Collaboration, Client Onboarding

• Continue to develop a strategic account plan for customers to support product expansion and ensure customer retention
• Engage with Sitetracker Product and Engineering to support and communicate customer requests around product roadmaps, customizations, or enhanced product functionality
• Establish yourself as an integral part of the Americas customer success team
• Share knowledge across the team and support new hires
• Provides process improvement solutions to create team efficiencies.
• Proactively own and manage a portfolio of 10-30 accounts and become trusted advisor and influencer.
• Identify upsell opportunities and manage renewal processes
• Monitor and report on analytics, reports and KPIs for portfolio
• Conduct business reviews and proactively suggest solutions to common customer concerns
• Drive customer references, testimonials and case studies
• Provide feedback to the product team by effectively communicating customer needs and help design ideal offering/features by working cross-functionally across various teams

Skills: Strategic Account Planning, Customer Retention, Product Roadmap Communication, Process Improvement, Portfolio Management, Upselling Opportunities, Data Analytics, Cross-Functional Collaboration

• Work with cross-functional teams to learn the Sitetracker product and its capabilities
• Undertake internal certifications to accelerate product knowledge and onboarding
• Clearly understand and articulate the Sitetracker Customer Success Engagement Model
• Work closely with customer success, and other teams, to establish yourself internally
• Establish cadence and regular interaction with customer base
• Partner with customer to develop a Customer Success Plan, including:Understanding the customer’s business drivers, objectives, Identification of (potentially) new KPIs for the customer
• Align customer goals with Sitetracker functionalities
• Create an action plan on how to deliver against goals, KPIs and functionality
• Identify additional revenue-generating opportunities
• Act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsor
• Continue to develop own Sitetracker product knowledge

Skills: Product Knowledge, Customer Engagement, Cross-Functional Collaboration, KPI Development, Strategic Planning, Relationship Building, Revenue Generation, Customer Success Management

• Promptly resolve complaints with data-driven solutions and prevent additional issues by improving processes
• Create shared timelines for customer activities and ensure deliverables are met in accordance with them
• Ensure that customers obtain maximum value from investment in Calendly
• Manage and action all aspects of the customer lifecycle: onboarding, increasing adoption, mitigating risk, ensuring renewals and uncovering growth opportunities
• Build strong ongoing relationships that can weather admin changes and adoption challenges
• Coach customers to be product experts and train teams on Calendly best practices so they become increasingly self sufficient
• Embrace passion for helping people solve complex needs and in turn, help them achieve higher ROI with Calendly
• Solicit and document customer feedback to improve processes and the overall experience
• Partner closely with other cross-functional team members in support, sales, product, marketing, etc.
• Build and maintain appropriate relationships at all levels with customer accounts, creating a premium and high-caliber experience
• Proactive, value-based ongoing engagement to align customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
• Analytical both quantitatively and qualitatively

Skills: Complaint Resolution, Process Improvement, Timeline Management, Customer Onboarding, Relationship Building, Product Training, Cross-Functional Collaboration, Customer Feedback Analysis

• Proactively manage the end-to-end customer journey in a personalized, high-touch Customer Success model
• Be responsible for meeting quarterly Net Revenue Retention goals
• Run live demos, organize customer trials, and work closely with the sales team to close deals
• Become a Subject Matter Expert in SeekOut and Recruiting including search, complex Boolean syntax, candidate engagement, passive candidate sourcing, and general best practices
• Collaborate with Sales, Marketing, and Product teams to ensure customers get the most from SeekOut
• Develop content such as training videos, blog articles, support articles, and participate in live webinars
• Work with the Customer Success team but also cross-functionally to address customer needs, including triage of level 1 support issues
• Build dashboards to collect and analyze customer data and behavior
• Create reports/documentation - both customer-facing and internal - to ensure stakeholder alignment
• Work closely with the product team to stay informed about new changes and updates and build plans to educate customers accordingly
• Identify areas for improvement in the customer experience, both in product and processes
• Deeply committed to customer satisfaction and happiness

Skills: Customer Journey Management, Net Revenue Retention, Live Demos, Subject Matter Expertise, Cross-Functional Collaboration, Content Development, Data Analysis, Customer Reporting

• Direct customer advocacy and engagement experience in post-sales support
• Experience in professional services, project management, or account management functions in Fortune 1000, mid-tier, and/or start-up companies
• Experience working with Salesforce (preferred) or other Customer Relationship Management (CRM)
• Strong technical skills that allow for ease when guiding customers through technical processes.
• Highly data-driven with a commitment to the process. 
• Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of Continu solutions within the customer environment
• Team player with the highest level of integrity
• Demonstrable success in thinking strategically, executing tactically while providing consistent, high levels of customer satisfaction and retention in a fast-paced environment
• Previous experience using customer success management tools
• Experience in a customer success role managing complex accounts
• Proactive mindset and excellent time management skills.

Qualifications: BA in Management with 4 Years of Experience

• Have a passion and enthusiasm for customer success
• Excellent analytical and problem-solving skills, provide quick resolution to customer problems
• Organized and have exceptional verbal, written, presentation, and communication skills
• Demonstrated experience working with hi-touch enterprise accounts
• History of Working closely with individuals at all levels within a customer environment
• Demonstrated background in identifying, and delivering solutions and value to a customer
• Ability to create and deliver high-touch success and communication plans
• Have a technical aptitude and understanding of a deployed solution
• Self-starter with a commitment to pursue personal development
• Be able to articulate the value of Sitetracker
• Be a strong contributor (internally) and identify opportunities for process Improvement
• Experience in a Mid-Market/Enterprise SaaS Customer Success role managing a multi-million dollar book of business 
• Advanced knowledge of Salesforce, specifically logging into accounts, contacts and activities

Qualifications: BS in Computer Science with 8 Years of Experience

• Have a deep understanding of ZAGENO’s product capabilities and offerings to enable conversations with customers to propose solutions
• Experience in a customer-centric role
• Enterprise/Global sales and/or Customer Success experience
• Ability to build rapport and collaborate with others within the company and externally
• Adaptability and strong problem-solving skills
• Active listening skills and data-analysis acumen
• Thorough product knowledge, which requires being comfortable with technical workflows
• Comfort working in a fast-paced environment
• Requires fluency in English, professional German is a nice-to-have
• Excellent verbal and written communication skills to be able to interact credibly at all levels of an organization, from individual contributors to C-level.
• Excellent computer skills including Excel and experience with typical CS tools like CRM, Live Chat, Helpdesk, and Customer Success Platforms
• A great attitude and being a friendly, low-ego team player
• Practical knowledge of the entire recruiting process - ideally having worked in the Recruiting and/or HR Tech industry
• Direct Recruiting / Sourcing / HR Tech experience

Qualifications: BA in Communications with 6 Years of Experience

• Ability to perform a strategic discovery with customers, uncover business objectives, articulate the ROI around achieving those objectives, and then build a plan to achieve those outcomes.
• Deep understanding of a successful customer success motion 
• Able to execute the onboarding and adoption process to drive customer health.
• Understanding of the SaaS environment with its respective opportunities, benefits, and challenges.
• Self-identifies opportunities for improvement within the customer base and internally. 
• Organized and capable of highly effective time management in an entrepreneurial environment. 
• Ability to effectively prioritize time and talents, and to give effective presentations
• Ability to operate in a fast-paced professional enterprise sales environment.
• Excellent relationship-building skills at the C-Level.
• Basic technical knowledge of development and IT solutions. 
• Ability to understand and articulate technical concepts and derive solutions.
• Excellent presentation skills and listening skills.
• Customer success experience or similar field (sales, pro services, consulting, technical enablement)

Qualifications: BS in Marketing with 4 Years of Experience

• Experience in customer success, consulting, post-sales technical account management and similar roles
• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
• Previous experience working with Federal/DoD/public sector customers 
• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company 
• Experience with enterprise security products and/or offerings
• Strong knowledge of cloud architecture as well as on-premise IT landscape
• Solid understanding of IT security strategies
• Practical experience in enterprise Directory services (Active Directory, LDAP, Azure, etc.), including support and security operations
• Fundamental technological knowledge of networking environments
• Experience installing and supporting enterprise software on Windows and UNIX platforms
• Excellent business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
• Proven self-motivation and passion to execute against objectives.

Qualifications: BA in Business Administration with 5 Years of Experience