Success and Adoption Manager
7 days ago
Key Responsibilities
- Partner with Account Executives and Partner Managers to own the overall relationship with assigned clients, focusing on growing adoption, ensuring retention, expansion, and satisfaction.
- Develop and execute success plans with customers, establishing critical goals and key performance indicators.
- Ensure customers adopt best practices for running their digital program and using our platform effectively.
- Mentor and inspire fellow CSMs through great example and professional/personal experiences.
- Drive accountability for deliverables internally and among customer and partner teams.
- Assess and provide perspective on customer challenges related to technical implementation, marketing strategy, and digital data.
- Establish trusted/strategic advisor relationships with assigned customers and drive continued value of our solution and services.
- Coordinate resources for meetings and drive outcomes in a confident but humble manner.
- Identify opportunities for new/improved usage of our products and conduct product demos/run-throughs of out-of-the-box functionality.
- Manage account issues and escalations, both internally and with partner teams.
- Maintain and improve your functional knowledge of our platform, internal processes, and relationship building.
- Collect product feedback and advocate for customer needs within the company.
- Collaborate with marketing teams on customer advocacy activities, such as events and case studies.
- Partner with internal teams to ensure effective collaboration and support for end customers.
- Stay up-to-date on industry news, technology products, platforms, and partners to maintain deep industry and ecosystem expertise.
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