Hannon Hill is looking for a passionate and customer-focused individual to join our team as a Customer Success Representative. This role will play a crucial part in supporting our go-to-market (GTM) initiatives, ensuring our customers receive the best possible experience from the very start of their journey with us.
As a Customer Success Representative, you will be the primary point of contact for our customers, ensuring they receive the support and guidance needed to achieve their goals with our products and services. You will work closely with customers to understand their needs, address any issues, and foster strong, long-term relationships. A key aspect of this role is aligning customer success efforts with our GTM strategies to drive customer adoption, satisfaction, and growth.
RESPONSIBILITIES:
Customer Support and Engagement:
- Serve as the main point of contact for customers, providing prompt and effective assistance.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes.
Onboarding and Training:
- Guide new customers through the onboarding process, ensuring a smooth and successful start with our products.
- Provide training and resources to help customers maximize the value of our products and services.
- Develop and deliver webinars, tutorials, and other educational materials.
Go-To-Market (GTM) Alignment:
- Collaborate with sales and marketing teams to ensure a seamless transition from prospect to customer.
- Support GTM initiatives by providing customer insights and feedback to improve product positioning and market strategies.
- Work with GTM teams to identify opportunities for customer engagement and retention.
Relationship Building:
- Build and maintain strong relationships with customers, acting as their advocate within the company.
- Understand customers' business objectives and tailor solutions to meet their needs.
- Proactively identify opportunities for upselling and cross-selling to enhance customer value.
Issue Resolution:
- Troubleshoot and resolve customer issues, collaborating with technical support and other departments as needed.
- Escalate complex issues to the appropriate teams and ensure timely resolution.
- Monitor customer health metrics and take proactive steps to address potential issues.
Feedback and Improvement:
- Gather and analyze customer feedback to identify areas for improvement.
- Provide insights to the product and development teams to enhance our offerings.
- Contribute to the development and refinement of customer success processes and best practices.
Revenue generation:
- Uncover and create opportunities for product upgrades and services through regular conversations with customers.
- Nurture and maintain existing customer opportunities for Cascade CMS, Clive, and Services.
- Follow-up with all Opportunities.
- Schedule and conduct discovery calls and answer questions for customers.
- Demo the products as needed.
- Coordinate Services opportunities with the Professional Services manager.
- Handle renewal quotes
QUALIFICATIONS
- Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
- 2+ years of experience in customer success, account management, or a similar role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to work independently and as part of a team.
- Proficiency in using customer success software and CRM systems.
- Strong organizational and time management skills.
- Passion for helping customers succeed and a commitment to delivering exceptional service.
- Understanding of go-to-market strategies and how they impact customer success.