You will serve as the primary point of contact post sale. And will assume overall customer adoption responsibility.
Drive customer success strategies and work collaboratively to help them roadmap a solution to achieve their business objectives.
Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs.
Educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
REQUIREMENTS:
5+ years of Public Sector customer success experience in SaaS organization.
Excellent knowledge and experience in Identity and Access Management (IAM) and Security space
Strong knowledge of cloud architecture as well as on-premise IT landscape
Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
Knowledge of enterprise web technologies, security and ground breaking infrastructures
Specialized training on support, SAML, security preferred
Ability to craft and articulate a roadmap for customer to achieve success
Strong communication skills and experience presenting to executive teams
Demonstrable ability to lead expansion and adoption into large accounts.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
Experience of SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow and Workday preferred.
Bachelor's Degree Preferred or Equivalent Experience
Available to travel up to 35%
Additional requirements:
This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.