Lead Clinical Specialist, CRM
Abbott
Customer Success Manager - Enterprise
ON24
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $110,000 per year
Job Level
JuniorMid-Level
About the role
- Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
- Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPI s
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
- Act as client point-of-contact to ensure successful execute of all client engagements
- Consistently meet project timelines and ensure client expectations are exceeded
- Partner with the ON24 Onboard ing & Launch teams to ensure new customers hit key milestones
- Assist with contract renewals, including identifying risk, deploying save plays, consulting on commercial conversations to help scope most viable solution set for upcoming renewal
- This role could also include writing and processing renewal contracts
- Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results
- Document all communication with users and accounts accurately and in a timely manner via system tools
- Ensure customer s have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including; client training portal, knowledge center, platform support ticketing system (chat, email and phone)
Requirements
- At least 2 years of work experience in Customer Success Management
- A bachelor20 9s degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
- The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
- Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce
- Excellent organizational, planning, and communication skills
- Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented
- Proven ability to collaborate and build strong relationships with customers especially at the Executive level
