Head of Customer Success at Arkatechture
Portland, Maine, USA -
Full Time


Start Date

Immediate

Expiry Date

27 Nov, 25

Salary

150000.0

Posted On

27 Aug, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Critical Thinking, Uncertainty, Persuasion, Negotiation, Interpersonal Skills, Post Sales, External Relationships, Snowflake, Tableau, Aws, Product Management, Financial Services, Analytics, Presentation Skills, Data Warehousing, Consensus Building, Leadership

Industry

Outsourcing/Offshoring

Description

REQUIREMENTS

  • 5+ years experience in a client-facing role in a similar capacity
  • Strong focus on learning and understanding the goals and strategies of customers
  • Ability to manage and influence through persuasion, negotiation, and consensus building
  • Entrepreneurial, self-sufficient, and self-driven
  • Comfort making decisions under uncertainty
  • Strong empathy for customers and passion to achieve revenue expansion and growth
  • Analytical and process-oriented mindset
  • Enthusiastic and creative with the ability to inspire others
  • Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
  • Passionate about building a business that transforms Credit Union analytics
  • Leadership and/or management experience
  • Experience working on data management projects (data warehousing, BI, analytics, etc)
  • Excellent communication and interpersonal skills, both written and oral
  • Critical thinking and problem solving skills
  • Ability to multitask, organize, and prioritize work and conflicting priorities
  • Experience with Jira/Confluence (experience with Jira Service Desk is a plus)
  • Bachelor’s degree in a relevant field

PREFERRED EXPERIENCE

  • Experience in sales and post-sales
  • Product development experience
  • Experience with Snowflake
  • Experience with Tableau
  • Experience with AWS
  • Experience in Product Management
  • Domain exposure in Financial Services

How To Apply:

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Responsibilities
  • Lead and Manage our Customer Success team through mentoring and growing our Customer Success Managers
  • Drive Customer Success outcomes by owning, managing and growing our Arkalytics accounts
  • Develop executive-level understanding of accounts through quarterly business reviews
  • Expand our revenue in accounts through management of end-to-end identification and close of cross-sell and up-sell opportunities
  • Maintain high customer renewal rates
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Work closely and cross-functionally with Implementations, R&D, Engineering, Marketing, Service Delivery and the Sales team to develop programs and solutions that establish, expand, and deepen customer relationships
  • Help create a company-wide culture of customer-centricity
  • Remediate any customer issues immediately, escalate on time to Product Owner and/or CTO and Service Delivery Manager as required
  • Work directly with Service Delivery Manager to provide feedback on effectiveness of queue owners and service delivery processes in order to optimize the customer experience
  • Ensure customers are receiving satisfactory service in their service desk queues
  • Understand the ongoing and future project needs of the customer by discussing strategic initiatives as well as having a firm grasp on all tickets in their queue
  • Monitor the Community Forum for any constructive feedback and takeaways
  • Organize and contribute to User groups
  • Establish customer service best practices and processes
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