Summary
Join Pocus as a founding member of the Customer Success team and help transform go-to-market teams into best-in-class operators. As a business-impact obsessed consultant, you'll develop strategic action plans for each account to ensure customers' success throughout the customer journey.
Responsibilities
- Operate as a business-impact obsessed consultant to our enterprise customers and the accountable owner for their success with Pocus
- Develop and execute strategic action plans for each account to ensure customers' success throughout the customer journey
- Own the relationship with a cross-functional team of our customers' senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus
- Map customer's business priorities to solutions in Pocus. Be prescriptive and highly consultative in with customers on how we will drive their success
- Audit the business impact of the customer’s Pocus program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer’s GTM organization
- Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans
- Build & communicates a quantified value story. Analyze success data and develop an impactful value narrative for the customer executive team
- Drive adoption directly and indirectly by managing the customer to effective change
- Owns the project management of activities (ours and the customer’s) and actions to drive adoption
- Develop SME programs to create power users and influencers ready to champion and enable others in the business
- Prescribe incentive programs and reinforcement mechanisms to drive adoption and make sure Pocus is embedded in core GTM processes
- Ensure the customer has the right training and enablement assets available to their reps
- Identify potential power users, low adopters and bubble up to program leadership for action
- Educate users with product enablement & training
- Own customer renewal and expansion
- Work closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer’s business
- Completely own the renewal process, while working closely with our sales team to identify strategic areas of expansion
- Build customer success and be the voice of the customer
- Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes
- Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more
- Constantly capture and synthesize product feedback from our customers to provide datapoints to our Head of Product on product roadmap
