Project Success Agent-Professional Services ServiceSource
THIS JOB HAS EXPIRED Job Description:
Project Success Agent-Professional Services
Locations: San Francisco, CA; Denver, CO; or Nashville, TN
The Success Agent role will play a critical part in the Renew OnDemand customer lifecycle from project launch to transition to customer support services. Success Agents will be the project team expert on the Renew OnDemand solution, customer renewal processes and customer data. They will work closely with all members of the Renew OnDemand implementation team as well as various stakeholders within the client to ensure a high level of solution cohesiveness and customer satisfaction from requirements gathering through adoption to steady state. Reporting into the regional Practice Lead, the Success Agent will work closely with the client Engagement Manager and be dedicated to all elements of customer success during Renew OnDemand deployment including participation in building project artifacts, client communication, issue tracking and resolution as well as being the point person for application, process and data questions.
Responsibilities of the success agent will include the following key work streams.
Assist Business Process and Solution Architect experts on capturing customer requirements and translating them into Business Requirements Documents and customer facing training materials.
Assist the Quality Assurance team in testing the configuration to ensure execution of client specific client requirements and processes.
Report application or configuration issues back to Customer Support, Technical Services or the Quality Assurance team, and clarify business requirements, as needed.
Facilitate Renew data analyst in knowledge transfer of data mapping to client team.
Training of Renew users in non-standard, client specific Renew features and functionality Provide on-site early adoption support to internal and external users.
On-site management of post go-live issue tracking and resolution for configuration, process, data and training gap issues (voice of the user).
Support the Practice Lead, Engagement Manager and Renew Trainer in activities to drive understanding and adoption of the Renew application and associated business processes.
Compile supporting documentation for transfer to sustain and maintain and own handoff process between professional services and support organizations.
Willingness to travel to ServiceSource offices and customer locations, when and if required to promote successful application adoption.
Measure and report on adoption metrics for internal and external application users. Partner with Practice Lead, Engagement Manager and Renew Trainer on strategies to drive higher adoption metrics.
Minimum 3-5 years experience in providing exceptional customer support in SaaS and/or managed services industry.
Experience with recurring revenue sales a plus.
Curious and adaptable with a demonstrated ability to learn new technical applications and processes.
Ability to synthesize and summarize large amounts of information (Data, Process, Requirements) with clear, concise and action based communications.
Exceptional written and verbal communication skills and ability to communicate with a broad range of stakeholders from sales VP to technical engineer.
Demonstrated history of improving processes, productivity, quality and customer satisfaction Proven track record of meeting commitments with the highest standards of quality and integrity.
Ability to prioritize, schedule and meet aggressive deadlines.
Proficient in MS Office specifically Excel, PowerPoint and Visio.
ServiceSource is the global leader in recurring revenue management. Renew OnDemand?, the only cloud application built specifically to grow recurring revenue, automates a highly valuable but typically manual business process. By leveraging big data to give companies a complete view of their customers, Renew OnDemand? and our proven services drive higher subscription, maintenance, and support revenue, improved customer retention, and increased business predictability.
With over a decade of experience focused exclusively on growing recurring revenue, our products and services are based on proven best practices and global benchmarks. Like a funded start up, our continued growth in our service business allows us to aggressively invest our software product.
ServiceSource is headquartered in San Francisco and manages over $9 billion in recurring revenue for the world?s largest and most respected technology companies. Check our customers. ServiceSource renews a customer contract every 47 seconds through engagements in more than 150 countries and 40 languages.
||Denver, CO |
THIS JOB HAS EXPIRED