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Customer Success Advisor

3 months ago

Carlsbad, United States HME Full time

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Georgia, Missouri, Canada, UK and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team

We are currently recruiting a **Customer Success Advisor** at HME. In this role you will be the internal customer advocate responsible for aligning HME resources to successfully execute on our key accounts’ business goals and initiatives. The Customer Success Advisor contributes to the success of the organization by partnering with Account Managers, overseeing projects, and strengthening relationships with organizations across HME (Support and Operations, Product Development, and Finance) and directly working with the respective brand personnel.

**What you will do in the position**:

- Lead the day-to-day “HME Experience” for assigned account base
- Build relationships with key stakeholders in the customer’s organization, act as the trusted/strategic advisor with customers and drive continued value
- Monitor and identify customer health and utilization trends, provide recommendations based on risk and customers' business needs
- Identify customer retention risk and collaborate with internal teams to remediate and ensure successful long term customer relationships
- Responsible for working with clients to establish meaningful cadences for reporting and meetings with clearly defined objectives, stakeholders, milestones, risks and metrics for success
- Oversee the overall use of HME solutions, including onboarding of new services, special event-based initiatives, and large-scale changes/migrations
- Work in concert with Account Managers and other members of the HME Team to meet and exceed Customer’s expectations, grow market share and revenue across all HME Products and Services
- Identify, clearly communicate and manage risk through proactive touchpoints and taking the lead in developing resolution strategies
- Fully understand Customer’s business and workflow to establish credibility with a consultative approach
- Introduce and implement new products and features to customers based on needs uncovered during strategic customer conversations
- Leverage deep functional expertise to increase Customer usage of existing services across the entire franchise base
- Act as an internal liaison between members of the “account team” and the various departments across HME (Support and Operations, Product and Development, Finance)
- Work with HME Customer Support teams to identify chronic issue patterns or trends and assist in aligning resources to correct
- Be the voice of the Customer internally at HME. Gather feedback directly on services/support and proactively address and escalate
- Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully

**What you will need to succeed in this position**:

- Strong verbal and written communication skills, including preparation and presentation for the C-Level audience
- Excellent organizational skills to proactively manage multiple priorities and track a variety of tasks with a strong sense of urgency to meet deadlines.
- Attention to detail.
- Effective customer service and problem-solving skills.
- Advanced proficiency with Microsoft Office (Excel/Word/PowerPoint).
- Effectively convey pertinent information verbally and in writing to project team, customers, and others in constructive manner.
- Proven conflict resolution skills.
- Minimum of 2 years related experience required.
- Experience in a customer-facing Customer Success, Account Management, Technical Account Management or Service Support required.
- Bachelor's Degree in Business strongly preferred or equivalent combination of education and experience
- Project Management Professional (PMP) preferred
- Travel: Up to 25%

Pay Range: $57,600.00 - $76,800.00 This is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.