Customer Success Manager

Job Description Soroco is on a mission to elevate and transform how teams everywhere work. Powered by multiple patents, its flagship AI model, Scout, generates a work graph - a map of friction hurting your teams and business outcomes. Today, this map drives productivity improvements in 150+ organizations globally, including several Fortune 500 companies. Soroco has been featured in Harvard Business Review, Forbes, Fortune, and was listed on Bloomberg's list of ideas that defined 2022. With operations spanning Boston, London, and Bangalore, Soroco was founded by alumni of Harvard, MIT, and Carnegie Mellon. Visit www.soroco.com to learn how we help teams discover their work graph. What we are looking for The CSM will fuel the growth of the account by working with client teams and Soroco's team to deliver Scout projects and analysis that have high client impact. An engagement starts with procuring Scout licenses and concludes with the client seeing highly actionable insights from the Scout data. Each engagement can be phased into multiple deployments across the client's business units Who We Are Looking For The typical activities of CSM are: Pre-planning and defining success metrics: - Work with the client to understand their expectations for a Scout engagement (e.g., what metrics are they trying to optimize, what parts of their business are relevant) - Apply various frameworks to help the customer structure a plan for where to place Scout licenses, along with defining what success looks like - Ensure that the success metrics for the engagement are constantly tracked and are central to all discussions and updates Product implementation and customer success: - Drive the kickoff meeting for the implementation of Scout, including stakeholder alignment, timeline review, and doing requisite training on the Scout portal - Visit/interact with the client's business team (onsite) periodically and handhold them through the initial few weeks of the implementation - Share status reports with the client and ensure on-time delivery of milestones, highlighting and resolving blockers along the way - Continue to drive adoption of the Scout product / licenses to ensure all licenses are being used and the client is deriving maximum value - Overall, be the single point of contact for the client to drive the realization of the promised outcomes Account expansion and planning: - Be mindful of other areas of the client's business that would be relevant for Scout, and share these insights with the appropriate Enterprise Account Executive - Build account plans to expand Scout across client accounts assigned Optimizing the process: - Identify opportunities, internally and externally, to reduce time to deliver successful outcomes to the client - Collaborate with the client's relevant stakeholders and Soroco's team for success of the project - Contribute to the case study library by working closely with the Soroco team Must-Have Qualifications - 5+ years of experience in client-facing functional consultant role - Poven track record in improving license utilization and driving upsell/cross-sell opportunities across customer portfolios - Hands-on experience in Product Implementation of Data Products - Proven success managing complex projects on-time and on- or below-budget - Ability to build strong, professional relationships with clients - Ability to understand the client business and analytical requirements - Systematic problem-solving skills, with the ability to think on your feet Additional Skills: - Experience with agile project management and enterprise-grade software development - Ability to manage concurrent implementation projects, including schedules, status, and documentation of each - Good to have: Working experience in Scout or any task/process mining tools.