Summary
Drives customer adoption and satisfaction for high-value or complex accounts while also managing building and equipment operations to support customer-facing activities.
Key Responsibilities
- Manage high-value or complex customer accounts and ensure achievement of business objectives.
- Develop long-term success plans and drive product/service adoption.
- Provide executive-level reporting and business reviews (including surveys and feedback summaries).
- Partner with Product to relay customer feedback and advocate for their needs.
- Onboard new customers and deliver product training.
- Maintain and update customer-facing knowledge bases and documentation.
- Gather customer insights to inform product roadmap decisions.
- Support internal initiatives such as content usage tracking, account creation, reporting, and monthly metrics.
- Work with internal teams to maintain course catalogs, LinkedIn updates, and customer demos.
Requirements
- 3+ years in Customer Success, Account Management, or related role.
- Strong relationship-building and customer advocacy skills.
- Excellent organizational and time-management skills.
- Ability to deliver training, create documentation, and report on metrics.
- Experience collaborating with Product and Marketing teams to enhance customer outcomes.
- Demonstrated ability to effectively use and continuously enhance knowledge of Confluence, SharePoint, Google Workspace, Excel, survey tools (Microsoft Forms, Google Forms), and Jira.
Benefits
· Medical, dental, and vision coverage
· Short and long-term disability coverage
· Basic life insurance
· Optional supplementary life insurance policy available
· UKI will cover 100% of your individual premium for medical, dental, vision, disability, and basic life.
· 401k plan with basic safe harbor matching (up to 4% match with 5% contribution)
· 15 days of PTO annually for either vacation or sick days
· 12 company holidays (same as 11 federal holidays) plus Christmas Eve
