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About the role
Key responsibilities & impact- Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
- Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
- Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.
- Execution: Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
- High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
- Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach.
- Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.
Requirements
What you’ll need- Candidate should have 2 or more years of experience in Customer Success, Support, or related field experience.
- Solid understanding of ShareFile products and services or relevant previous SaaS experience.
- Proven ability to analyze customer data and triggers to make data driven decisions on what to engage on.
- Proven experience multi-tasking 100’s of customer accounts to ensure they meet their goals and adoption of ShareFile.
- Collaboration with other teams, such as sales, marketing, and product development, is often necessary to address customer needs.
- Being a team player is important.
Benefits
Comp & perks- Health insurance plan that provides coverage for a wide range of medical services, including doctor visits, dental, emergency care, and preventative care, for yourself, your spouse, or your dependent children (until 18 years old and up to 25 years old if they are full-time students, with proof of eligibility).
- Life and disability insurance for our employees.
- Competitive salary, bonus or commission (according to your position), and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
- Besides your legal vacation days, you will receive a paid day off for your birthday, and company holidays.
- A variety of leave plans, including additional paid time off and other leaves.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Adoption MetricsCustomer Data AnalysisWebinar DevelopmentTraining Content CreationProblem-Solving
Soft Skills
CollaborationTeam PlayerCustomer-Centric Approach