Customer Success Specialist firstRain
About FirstRain FirstRain, Inc. is a pioneer and leader in enterprise customer intelligence. Our products discover, analyze and deliver business-critical information, providing Sales, Marketing and Finance professionals with a competitive edge?the industry's most relevant customer and industry information. FirstRain makes every sales and marketing professional an expert in his/her customer?s business. We?re looking for an energetic, customer-focused and independent contributor to join our Customer Success team. You will be working with our large enterprise customers and our sales team to make our customers fall in love with FirstRain, over and over again! You are in charge of maintaining a successful implementation across your assigned accounts, ensuring proper usage, product adoption and customer satisfaction to help renew the business and identify up-sells. As a fast growing private company, we?re looking for smart people who want to do remarkable things; we strive to create an environment of casual intensity where people enjoy coming to work every day. This position is located San Mateo, CA and reports to the Manager of Customer Success. Responsibilities: ? Establish and execute a Rollout Project Plan to get the sold solution implemented, deployed and rolled out to the customer?s users. ? Learn continuously about FirstRain products to establish and maintain expertise on the FirstRain solutions. ? Lead training sessions via Web meetings or in-person product trainings. ? Monitor customer implementation success metrics; initiate and conduct Customer Engagement projects to increase usage and satisfaction. ? Assist the Account Manager in identifying other business problems and opportunities that FirstRain can solve. ? Multi-task. Be able to work on multiple rollout and engagement projects at once, working across several time zones, sales people and markets all in the same day. ? Develop strong relationships with FirstRain?s remote teams on the phone and via video conference. Qualifications: ? 1-3 years of customer service, marketing, sales or program management experience, and a passion for customer satisfaction. ? Have a Bachelor?s degree, with a Masters preferred, technical or other structured degree a plus. ? Have strong project management and analytical skills. ? Energetic, self-motivated, resourceful, collaborative?thrive on working with a sales team and customers to retain and grow the existing business across 20-40 accounts. ? Have a strong interest in information services or knowledge management technology. Customer Success Specialist? Have strong verbal communications and presentation skills, with the ability to set an agenda and execute a plan. ? Be willing to travel 25% of the time for customer trainings and quarterly account meetings.
||San Mateo, CA |