Associate - Customer Success

Job Title

Associate - Customer Success

Job Scope

MiCloudSW (an affiliate of Midis Group) is looking for Customer Success Associate, who plays a crucial role in bridging the gap between technical pre-sales expertise and ongoing customer success. This position ensures that customers not only receive the best possible solutions during the sales process but also continue to realize maximum value from our solutions post-sales, driving adoption, satisfaction, and long-term engagement.

Main Duties and Responsibilities

Technical Solutioning and Strategy
Analyze customers' current state, discover their desired future state, and establish a roadmap to achieve it.
Design and implement technical account plans, including POCs, trials, evaluations, pilots, and demos.
Recommend new features, products, or solutions to increase adoption, reduce churn, and enhance solution value.
Engage in whiteboard conversations, solution demonstrations, roadmap discussions, technical support reviews, and adoption reviews.
Customer Engagement and Success
Develop trusted advisor relationships with a variety of functions and roles, including executives, decision-makers, product managers, and functional users.
Establish and oversee customer onboarding, adoption, training, and development of best practices to drive value realization and return on customer investment.
Monitor and document customer use cases, technical progress, challenges, opportunities, and overall status and product usage.
Advocate for customers internally to ensure utmost satisfaction, including arranging or delivering product feedback and updates.
Internal Resource Orchestration
Translate technical account strategies into clear team-based activities across internal stakeholders.
Coordinate plans with Solution Architects, Account Executives, and other internal team members.
Establish regular cadence meetings to address account and team concerns and ensure alignment on strategic direction and goals.
Risk Management and Mitigation
Analyze product adoption and usage to identify risks and opportunities, adjusting strategies to account for potential roadblocks.
Proactively anticipate and address risks and threats, proposing solutions to mitigate future risks.
Manage escalations, coordinating between customer and internal teams to facilitate resolution.
Product and Solution Knowledge
Maintain a deep understanding of the features, benefits, strengths, and limitations of our products and solutions.
Analyze competitive solutions and adapt strategies to address competitive risks.
Effectively communicate product features and benefits tailored to customer requirements, promoting the adoption of solutions that drive additional value.
Training and Advancement
Stay current on all required corporate and Customer Excellence training.
Participate in ongoing individual advancement and training, ensuring awareness and depth of knowledge for all products supported.

Position Requirements

Experience: 3+ years in customer success, technical project management, technical consulting, pre-sales, post-sales, product development, or professional services in a SaaS environment.
Skills: Strong analytical troubleshooting, customer orientation, persuasive communication, detail-oriented, and thoroughness.
Technical Aptitude: Ability to understand the technical background of product offerings, market dynamics, and industry trends.
Travel: Ability to travel occasionally to meet with customers and build stronger relationships.

Education

Bachelor’s degree in business administration or any other related field

Experience

3+ years of experience in customer service, preferably in technical roles.

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