Customer Success Advocate

2 weeks ago

Chicago, Illinois, United States MVP One Full time
Job Title: Customer Success Representative

About the Role:

We are seeking a highly motivated and results-oriented Customer Success Representative to join our team at MVP One. As a key member of our customer success team, you will be responsible for driving account retention and growth by cultivating and maintaining strong customer relationships, while closely monitoring their experience with our products and services.

Key Responsibilities:

  • Gain expertise in the MVP One implementation methodology and demonstrate technical proficiency with both MVP One and MP2.
  • Guide new customers through the onboarding process post-sale, providing ongoing support to ensure they effectively utilize MVP One's products and services.
  • Build and nurture strong customer relationships to drive user adoption and reduce account churn.
  • Understand customers' business needs in relation to our products, offering guidance and creating plans that highlight critical success factors, KPIs, and metrics.
  • Monitor account health to identify adoption gaps and challenges, offering best practice solutions to address them.
  • Drive customer references, testimonials, and case studies.
  • Collaborate with internal teams to share user feedback and drive product enhancements.
  • Promote new products, services, and marketing initiatives, including webinars, training sessions, and events.
  • Process customer orders won by account executives and the customer success team:
    • Schedule training and consulting services
    • Release technical support services
    • Process subscription amendments
    • Release databases
    • Update customer accounts
    • Coordinate and schedule both in-person and virtual training sessions hosted by MVP One.

Preferred Qualifications/Technologies:

  • Bachelor's degree and/or 2+ years of experience in technology sales, customer success, or account management in the software or SaaS industries.
  • Experience in the manufacturing, maintenance, or facilities sectors experience is preferred.
  • Flexibility to work a varied schedule with occasional overnight travel.
  • Demonstrated ability to collaborate and establish strong relationships with customers, including senior-level stakeholders.
  • Exceptional written and verbal communication skills, including the ability to chair meetings.
  • Expertise in issue resolution and escalation management.
  • Strong technical aptitude and ability to learn software programs, including Salesforce CRM.
  • Experience in project management, specifically with software implementations.
  • Ability to work effectively with cross-functional teams.
  • Excellent time management skills.
  • Bilingual in Spanish is a plus.

What We Offer:

  • Hybrid work schedule
  • Comprehensive health benefits options beginning day one (health, dental, vision, short term disability, life insurance)
  • Paid time off, including several holidays and floating holidays
  • Parental leave
  • Transit benefit program
  • Company laptop
  • Company meetups for all employees to connect in person and virtually
  • Competitive Traditional & Roth 401k retirement plan with employer match
  • Fitness center access in office building
  • Opportunity to work in a fast-paced and dynamic environment
  • Supportive and collaborative team culture
  • Training and development opportunities to help you grow your skills

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