Customer Success Team Lead
MarketStar
Job Level
Mid-LevelSenior
About the role
- Build strong relationships with clients and ensure their success with products by providing support, guidance, and personalized assistance
- Be the voice of our customers within interop.io, understanding their use cases, highlighting their needs, and galvanizing subject matter experts within the company to find solutions for them
- Partner with customers to ensure the best use of the product and help them achieve maximum value from our services
- Act as a product expert, continuously improving your product knowledge, so you can educate clients and provide them with guidance and recommendations
- Manage customer expectations in their overall interop.io experience, including onboarding, software delivery, implementation, bug fixes, upgrades, and renewals
- Develop a repeatable, scalable, and meaningful account program alongside the Chief Customer Officer
- Collaborate with cross-functional teams, including Product and Support, prioritize roadmap requests based on the customer’s needs, and deliver high-quality support
- Understand and document the account structure to identify key stakeholders and to minimize risk if our account contacts change
- Identify opportunities for growth and expansion at an account, including potential revenue expansion opportunities
- Conduct regular check-ins with customers to assess their project’s success, and proactively address any concerns, issues, or risks that arise
- Document client use cases & case studies, working alongside our product marketing team
- Document technical issues, analysis, and communication with the clients in the company CRM and other necessary tools
Requirements
- 5+ years of experience as an Account Manager, Sales Engineer, Client Success Manager, Technical Project Manager, or similar client-facing role in the software industry, preferably with a focus on capital markets
- Proven experience working with complex products and strong willingness to gain deep product knowledge
- Ability to collaborate closely with engineering and other technical teams
- Comfortable conducting software product demonstrations
- Demonstrated ability to work independently
- Strong verbal and written communication skills, with a customer-centric approach
- Team player with the ability to build strong relationships
- Excellent command of spoken and written English
- Willingness for regular travel, between 10-20% of the time
- Flexibility to work three times per week on a non-standard schedule (11 AM – 8 PM) for meetings and communication with US-based clients
