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Customer Success Lead
3 months ago
Job Description:
Must have skills: Have 3+ years of experience working in a B2B SaaS Sales and Marketing Product company, primarily focussed on the NA and Europe markets Expertise and hands-on experience in Salesforce and HubSpot platforms with an understanding of the data and modeling (not just reports/ dashboards) Experience configuring and setting up systems with multiple data sources Experienced in working with data, engineering, and product teams Strong technical background with experience troubleshooting software applications and integrating with APIs. Knowledge and experience with Google Ads, LinkedIn Ads, and FB Ads Intermediate level Excel/Google Sheets experience Good written and verbal communication Good to have: Network in the Sales and Marketing tooling community and ecosystem. An understanding of how data extraction, ingestion, transformation, and pipelines are built and managed by data engineering teams Prior experience with marketing applications like Marketo, Pardot, etc. Prior experience with sales applications like Outreach, SalesLoft, etc. Data querying and presentation experience Roles & Responsibilities: Assist customers and Customer Success Managers with product onboarding, including installation, configuration, and customization Work closely with Customer Success, Engineering, and Product teams in proposing the right technical solution & provide an estimation to completion of the requirements shared by the customer Collaborate with our product and engineering teams to escalate and resolve complex technical issues and to communicate product feedback and feature requests Collaborate with QA, engineering, and product teams to ensure data sanity and integrity checks are conducted in accordance with SLAs. Maintain logs of all data checks and customer request implementations Collaborate with Customer Success Managers, Support, and other internal teams to ensure Team Goals for Time to Onboard and Support SLAs are accomplished Leveraging internal business systems and communication channels to ensure Customer Success Managers have an updated view of Customer Context, Deployment Health, and Risk as part of their day-to-day contributions Collect, curate, and communicate Customer Status, Open Issues, Risk and Mitigations using a combination of Slack, JIRA, Confluence, HubSpot Service, Google Docs & Sheets, and other internal business systems to ensure a holistic assessment of Technical Health is captured properly and communicated internally with Management and Customer Success Managers Maintain accurate and up-to-date documentation of all projects undertaken in Confluence and Google Sheets
