Alida

Customer Success Manager

• Champion the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes.
• Day-to-day contact for our customers and are responsible for driving customer adoption and success.
• Educate customers on best practices that enable them to drive stronger and more engaged customer relationships through our platform.
• Support our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty).
• Develop and manage value-based relationships with roughly 10-20 customers.
• Maintain a real time understanding of your customers and their adoption of our platform.
• Develop and maintain, in collaboration with your customers, Success Plans/Value Realization Plans as the blueprint for achieving the customers objectives.
• Perform regular (weekly, monthly and/or quarterly) reviews with customers on goals, challenges, insights and opportunities.
• Uncover risk, or latent or unexpressed needs by leading discovery sessions, asking probing questions and defining a long term account plan for growth.
• Identify opportunities to cross-sell and upsell customers on additional solutions.
• Identify new leads to grow outside of your day-to-day contact and create new relationships with new stakeholders or individual business units.
• Inspire your customers to think strategically about how our platform can support their business needs.
• Understand the customer organization and how our solutions can support them build stronger engagement and intelligence with their customers.
• Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform.
• Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution.
• Provide superior service and support that delights our customers.
• Proactively look for risk indicators and get ahead of potential issues. Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.
• Work in unison with other Alida teams (sales, support, services, etc.) to deliver a world class customer experience.
• Champion on behalf of your customers for improvements and advancement of our solutions.
• Identify customer adoption challenges, business and relationship risks and other indicators of churn risk.
• Develop and manage remediation plans to alleviate customer challenges.
• Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers.
• Drive and manage renewals within your book of business.
• Analyze customer data and industry research to identify insights and opportunities for customer growth opportunities, customer journey and product experiences.
• Contribute to the development of thought leadership content, utilizing research expertise to provide valuable perspectives on customer experience and customer journey.

Customer Success Manager – Research