Customer Success

Job Location

REMOTE

Department

Customer Success

Description

Required Knowledge, Skills, and Abilities

What You’ll Own:

  • Project manage a program of multiple onboarding and implementation projects for our customers, in partnership with the Solution Engineers and Account Managers.
  • Conduct problem discovery to gain an understanding of the customers’ goals.
  • Consult on best practices, creative solutions, and ways to use the SkylerAI product suite to create impactful implementations.
  • Develop project plans and ensure delivery while managing scope, budget, schedule, and quality.
  • Create comprehensive status reports and communication plans to internal and customer project teams, including expectation management and engaging team members in project decisions and execution.
  • Identify and address implementation risks to remove project roadblocks, and engage appropriate internal escalation resources.
  • Maintain an understanding of your customers’ strategic goals to position yourself as a trusted expert and advisor with your customers.

What You Need to Succeed:

  • 3+ years of experience in professional services, customer success, or another customer-facing role requiring project management.
  • In-depth experience delivering enterprise software application implementations throughout the entire lifecycle.
  • Excellent communication and influencing skills at all levels of an organization (including technical, business, and C-level).
  • Comfortable creating structure and designing processes that ensure customer success.
  • The ability to explain technical concepts to non-technical audiences and to translate requirements into technical deliverables.
  • Process flow optimization and organizational change management experience within a company or as external consultant.

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