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

• 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