About The Position
TLDR – What are we looking for?
This person will act as a trusted adviser to our customers and be the primary point of contact post sales for implementation and operationalization to ensure customer success and satisfaction. Foundational hire that requires resourceful know-how and able to bring best practices for a successful customer experience.
- Client Onboarding and Adoption: Lead the onboarding process for new customers, working closely with cross-functional teams to ensure a smooth implementation. Focus on enablement and value realization for multiple personas in the customer organization.
- Technical focal point: Serve as the primary technical point of contact and be technical authority of Dig’s platform. Manage troubleshooting and issue resolution. Monitor client environment, provide technical guidance and recommendations.
- Proactive Engagement: Regularly engage with customers sharing best practices, insights, and updates on new features. Anticipate client needs and address potential issues before they escalate.
- Relationship Building: Develop and nurture strong, long-lasting relationships with customers at various levels within their organizations. Understand their business goals and challenges, acting as a trusted advisor to drive value and success.
- Account Health Monitoring: Monitor the health and usage of the customer’s accounts, identifying any potential risks or opportunities for improvement. Collaborate with the technical team to address and resolve issues.
- Renewals and Expansion: Drive contract renewals and identify expansion opportunities. Ensure long term value for the customers’ journey and life-cycle. Drive product adoption based on customer success criteria.
- Customer Advocacy: Serve as the voice of the customer within the company, providing feedback and insights to shape product development and improvements.
- Education and Training: Conduct training sessions, webinars, and workshops to educate customers about Dig’s platform’s capabilities and best practices.