Customer Success Manager - IT

Pre-planning and defining success metrics:

- Work with the client to understand their expectations for a Product engagement (e.g., what metrics are they trying to optimize, what parts of their business are relevant)

- Apply various frameworks to help the customer structure a plan for where to place Product licenses, along with defining what success looks like

- Ensure that the success metrics for the engagement are constantly tracked and are central to all discussions and updates implementation and customer success:

- Drive the kickoff meeting for the implementation of Product, including stakeholder alignment, timeline review, and doing requisite trainings on the Product portal

- Visit the client's business team (onsite) periodically and handhold them through the initial few weeks of the implementation, if applicable

- Share status reports with the client and ensure on-time delivery of milestones, highlighting and resolving blockers along the way

- Continue to drive adoption of the product / licenses to ensure all licenses are being used and the client is deriving maximum value

- Overall, be the single point of contact for the client to drive the realization of the promised outcomes Account expansion and planning:

- Be mindful are other areas of the client's business that would be relevant for Product, and share these insights with the appropriate Enterprise Account Executive

- Present plan for account expansion to Client's internal stakeholders, and finalize an account plan for expanding 

Optimizing the engagement process:

- Identify opportunities, internally and externally, to reduce time to deliver successful outcomes to the client

- Contribute to the Client's case study library by working closely with the product team and Client's marketing team

- Identify opportunities and areas to enable the partner ecosystem and spearhead such scale conversations