DUTIES AND RESPONSIBILITIES

• Build and maintain trusted advisor relationships with senior stakeholders, executive sponsors, and key customer contacts to support business objectives.

• Develop Customer Success Plans, conduct Quarterly Success Reviews, and provide reports to track progress, adoption, and customer outcomes.

• Lead discovery sessions to understand customer operations (people, process, and technology) and recommend solutions to improve efficiency and achieve business goals.

• Monitor system usage, customer feedback, and performance metrics to identify adoption gaps and implement strategies such as training, process improvement, and stakeholder engagement.

• Document findings, provide operational recommendations, and ensure all adoption activities align with internal and customer business objectives.

• Support and strengthen the organization’s information security posture by tracking security metrics, identifying vulnerabilities, and driving remediation and security best practices.

QUALIFICATIONS

Education (preferred):

• Graduate of Bachelor’s degree in IT/Computer Science/Business Management or equivalent.

Experience:

• At least 2 years working experience with proven ability in B2B environments with preference for customer success, account management, implementation, sales, or consulting background

• Solid knowledge of SaaS (software-as-a-software) business model and any of the following types of platforms/ solutions: CRMs (e.g. Salesforce, Hubspot), ERPs (e.g. SAP), collaboration and productivity platforms (e.g. O365, Citrix, Webex), analytics platforms and tools (e.g. Tableau, Alteryx), network management and monitoring tools (e.g. Cisco DNA, Meraki, Solarwinds)