What you will be doing:
You will be responsible for overall customer wellbeing by monitoring customer health and acting as an escalation point for customer issues. You will produce success and maturity plans, identify expansion opportunities and billable services and manage contract renewals. You have the magic combination of domain expertise, enterprise implementation project management experience, and customer management.
Job Description:
- Be customer-centric, and own customer relationships from implementation onboarding to continuous product adoption across multiple departments, stakeholders, and business users (including first-level technical support).
- Create, identify and qualify upselling opportunities by maintaining regular contact with customers.
- Dedicated point of contact for product training and platform questions.
- Analyze customer behavior and data to formulate strategic engagement plans.
- Proactive strategic engagement with clients.
- Get customer feedback and feature requests for products to contribute to product development and road map.
- Maintain a high degree of advocacy, management and control.
- Develop strategic growth plans for key accounts in your portfolio.
- Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
- Drive enterprise subscription renewals, growth and expansion bookings.
- Build a high quality "success plan" inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
- Ensure that all issues and incidents are handled and supported in a timely manner
What we need from you:
- Minimum 5 years' experience in Customer Success & Enterprise Solution delivery roles
- Bachelor's degree
- B2B software experience is preferred / Project Management experience is a plus
- Proven track record of working in a customer facing role, in a fast-paced environment
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong customer service and troubleshooting/problem solving skills.
- Strong team, networking and relationship building skills.
- Highly organized, collaborative and detailed oriented
- Good communicator: able to draw analogies, distill complex situations into simple concepts.
- A Strong sense of urgency and prioritization
- Solid presentation skills; ability to present and discuss strategies and technical information in a manner that builds rapport, able to persuades others, and help customers gain understanding
What Hubble will give you:
Hubble is built by a team of talented, driven, and ambitious individuals. We do not subscribe to conventions. We do not let history and traditions dictate and limit our dreams to shape the world. We adopt the same mindset with our hiring. We are looking for the best and we want to bet on you. If your mindset is right, we promise you the ride of your life.
Who will you be working with:
- Purpose driven
- Hungry, ambitious, and self-motivated
- Meritocratic, results/performance > age/bureaucracy
- Resourceful, independent, chart our own destiny
- Determined, perseverance, and hard working
- Creative, innovative, out of the box
Yes, the above is everyone of us at Hubble.
Visit us at hubble.build to learn more for #bettercitiesoftomorrow