Senior Customer Success Advocate
5 days ago
At Onfido Services India Private Limited (IND), we're seeking a dynamic Senior Customer Success Advocate to join our team. As a key member of our customer success team, you will play a crucial role in driving customer value realization and growth.
Responsibilities:- Deliver virtual expert coaching engagements to educate and empower customers to achieve business value through Onfido.
- Share your expertise and best practices, creating knowledge base articles to support customer success.
- Understand customer value drivers, objectives, set measurable targets, and help customers achieve their desired outcomes.
- Offer tailored advice and insights to customers to help them maximize current ROI and make them aware of the added value of other Onfido products, services, and features.
- Share customer stories and use cases to showcase the value and impact of success engagements.
- Monitor customer performance metrics, uncover customer issues, identify risks of adoption/consumption, and provide a tailored plan of action.
- Partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Engage in open dialogue with customers regarding ways to improve and expand consumption, and solicit feedback to improve our product and service offerings.
- Proactively identify risk areas, scope, and customer expectations that could impact customer success.
- Develop deep product and subject matter expertise, applying and positioning technical knowledge related to the Onfido platform and competitor offerings.
- Junior-level prior experience in Customer Success/Sales Engineering/Technical Account Management/Professional Services or similar.
- Experience managing a book of business with average customer value of $50-$100K, along with quarterly KPIs such as revenue usage and retention rates.
- Ability to organize and manage multiple and competing priorities.
- Working knowledge of API and SDK integrations.
- Experience using technology, business intelligence tools, metrics, and reporting to manage a customer relationship; Gainsight is a plus.
- An understanding of programs that help drive product adoption, growth, customer loyalty, and customer retention.
- Good judgment on when to escalate a complex issue or bring in technical or subject matter expertise.
- Good commercial business and technical acumen, understanding client challenges with IT development and deployment, especially in the SaaS market.
- A business solutions focus, with emphasis on helping customers meet business outcomes.
- Demonstrable stakeholder management skills, both within service providers and customer teams.
- Evidence of good data analytical skills.
- Patience, positive attitude, and strong relationship-building skills.
- Strong organization, time management, and project management skills.
- Strong sense of urgency and responsiveness.
- Strong self-motivation with a demonstrated ability to take initiative; enthusiasm to learn and upskill.
- Adaptability to change.
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