Note: The job is a remote job and is open to candidates in USA. Reltio, an SAP Company, specializes in data management solutions powered by their Context Intelligence Platform. The Associate Customer Success Manager will support tech touch customers to ensure they derive maximum value from Reltio’s platform, focusing on customer adoption and retention.
Responsibilities
- Manage a portfolio of tech-touch customers using Customer Success tools (Gainsight, and internal tools) to ensure that Reltio is adopted well and the customer is deriving value from the solution to promote ROI and customer retention
- Develop a basic understanding of each customer's business goals and objectives to tailor support and encourage product utilization
- Assist customers with utilizing available resources, such as Reltio Documentation, Reltio Learn and Support, to achieve their goals
- Document and review the success plan, provide guidance on the customer journey to help customers achieve their goals
- Track customer health and adoption metrics to identify opportunities and potential risks, and proactively address customer needs
- Timely data capture and documentation within internal applications to ensure data driven decisions are being made to proactively identify adoption and retention risk
- Identify, document and track critical customer information such as usage, health scoring and desired outcomes to make data driven decisions across the organization to proactively identify and mitigate risk
- Monitor customer progress and usage data, escalating high-risk accounts to senior team members as needed
- Regularly communicate with customers to check in on their satisfaction and help them troubleshoot any challenges they encounter
- Identify opportunities for customers to expand product usage, driving cross-sell or upsell opportunities through tech touch strategies
- Collaborate with the sales and support teams to ensure a seamless customer experience and drive engagement with new product features
Skills
- Bachelor's degree in Computer Information Systems, Business Technology, or similar degree
- Strong interest in customer success, technology, and learning about SaaS products
- Possess strong, verbal and written communication skills with the ability to build trust and rapport with customers
- Ability to understand customer needs and articulate how Reltio products can help them achieve their business objectives
- Ability to manage time and prioritize effectively, balancing the needs of multiple customers
- A passion for helping others and a willingness to learn in a dynamic, fast-paced environment
- Experience or interest in software architecture and understanding how applications fit together within a customer's ecosystem
- Experience with cloud software solutions or an interest in learning about SaaS and cloud technology
- A problem-solving mindset with a focus on delivering practical solutions and value to customers
- Basic knowledge of customer success metrics (such as retention, adoption, and growth) is a plus but not required
Benefits
- Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture, and our people.
- Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives.
- Reltio is proud to be an equal opportunity workplace.
- We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
- We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
- Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
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