Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors.
Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
Work closely with Sales to provide insights to customers about applicability of new features in FireBlocks and identify additional business cases
Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
Translate customer product usage data into actionable advice for customers
Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners
Provide customer’s contract utilization pacing in regular account check-ins
Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins
Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options
Work cross-departmentally to find solutions to complex scenarios and integration issues
Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
Understand customer health scoring and predictive risk management to prevent and resolve risk. Program manage Customer escalations.
Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
Work transparently to surface customer problems and allow others to participate in solving them.
Required Experience/Skills
Bachelor’s degree with 6+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in house practitioner
Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs
Experience of directly assigned to customers with an aggregate of at least $2 - 4M ARR in total and delivering upsell expansions of over $400 - 800k annually
Advanced project management experience & skills
Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers
Ability to manage executive relationships and discussions
Excellent moderation and communication skills
Extensive experience within a technical or account management area
Performance indicators
Gross renewal rate and Net ARR growth ((upsell & expansion opportunities with high win rate)