Strategic Customer Success Manager, Onfido

• 3+ years solid experience in Customer Success/ Sales Engineering/ Technical Account Management / Professional Services or similar
• Experience simultaneously working with multiple customers who each represent more than $1M in revenue each
• Ability to organize and manage multiple and competing priorities
• Experience using technology, business intelligence tools, metrics and reporting to manage a customer relationship. Gainsight experience preferred
• The ability to resolve a number of complex issues on their own, without the need to always ask for technical or subject matter assistance
• The ability to adjust your communication style to assist customers at various levels of technical depth and at multiple levels of leadership
• Ability to be an effective customer advocate to Product Management and other internal resources including senior level executives
• The ability to always assume positive intent when collaborating internally
• Patience, positive attitude and strong relationship-building skills
• Strong organization, time management and project management skills
• Strong sense of urgency and responsiveness

Desirable

• Our Strategic Customer Success Manager (CSM) will be a key part of the North America Customer team, helping ensure that our Enterprise customers in North America recognize their objectives, receive value from their investment in Onfido, and as a result, renew and grow their commitment with us
• The Strategic CSM will be ultimately accountable for customers’ usage of the product and realization of value from their investment
• Understand customer objectives, set measurable targets, and help customers achieve those outcomes
• Coordinate Executive Business Reviews with customers that address technical and product initiatives
• Be ultimately accountable for customer adoption and usage targets
• Monitor customer performance metrics and make specific recommendations for improvement
• Develop deep product and subject matter expertise
• Predict adoption and service blockers or challenges for customers and remove them by running repeatable plays that ensure positive results
• Establish and maintain positive and productive relationships with internal partners
• Quickly learn, master, apply, and position technical knowledge related to the Onfido platform and competitor offerings
• Identify opportunities to cross-sell Onfido products, increase usage and, when appropriate, work with the Account Executives so that they can drive growth with the customer that is based on value and outcomes for the customer