Are you passionate about delivering value for customers? Are you an independent thinker, looking to be part of a team that values different points of view? Do you want a team that has your back, just as you have theirs and your customers’? Do you want to work with people who do the right thing, even when it is hard? Do you thrive in an environment free of drama, politics, and entitlement? If so, Robling is the team for you.
We’re looking for you to seize the opportunity to launch Robling’s Customer Success function to build great customer relationships by focusing on:
- Collaborating with other Robling teams to ensure that we deliver value rapidly for customers
- On-boarding new customers, ensuring that implementation and support teams are working effectively to deliver the agreed-upon project scope
- Driving ongoing adoption, leading the NPS process, identifying expansion opportunities, and managing renewals throughout the customer journey
Robling is the leading provider of Data as a Service to the Retail and CPG industries. We make businesses smarter by destroying data silos and unlocking potential. Our Enterprise Data Model, ELT/data orchestration, data science and visualization capabilities are provided as a managed service in the Snowflake Data Cloud and give customers visibility to their internal systems and third-party data.
Responsibilities
- Drive the post-sales journey of our key customers, from initial implementation to onboarding to training, product adoption, expansion, advocacy, and ultimately renewal
- Serve as the primary contact for new customers as well as training existing customers
- Maintain a proactive cadence of communication/engagement with customers to help drive usage and adoption and increase their understanding of all that Robling has to offer
- Collaborate closely with other teams as needed, e.g., Sales, Support, Finance, Marketing and Product to support customer requests, needs, or issues
- Provide continuity and ensure a seamless customer experience throughout the entire customer lifecycle
- Identify opportunities to drive additional sales, collaborating with Sales team
- Turn customers into promoters through proactive, data-driven customer management
Typical “Day in the Life” of a Robling Customer Success Manager
Customer
Management
- Serve customers as their central point of contact within Robling, including escalations
- Create process to measure and manage customer satisfaction/NPS
- Manage and ensure progress to resolution on customer issues
- Identify business value customers obtain, capture before/after stories
- Engage with customers to learn about new needs, projects, desired features
Project
Management
- Know project timelines and ensure projects stay on track
- Understand which Robling subject areas customer is implementing
- Ensure knowledge of deliverables Robling committed to that are critical for project success
- Monitor whether project is following established processes, escalate if not
- Report to Robling leadership on project headlines
- Manage relationship with Robling’s implementation partner, Logic
Coordination
- Ensure that project updates are shared with Robling teams, customer, and implementation partner
- Manage requirements changes, lead change request process for out of scope items
- Own major problems/ issues, ensuring team collaboration and timely resolution
- Monitor cut-over process from project team to Support/Hypercare
- Document processes as needed
Required skills and abilities
- 3+ years of experience in Customer Success, Account Management, Project Management or relevant customer-facing role
- Successful track record managing Enterprise customers with demonstrated strength in building relationships, managing escalations/negotiations, and ability to increase revenue
- Strong communication, interpersonal, and problem-solving skills
- Empathetic, positive attitude with a desire to help customers achieve their business goals
- Highly organized, collaborative, and detail-oriented
- Professional presence with ability to listen to, understand, and present to customers
- Experience with customer training is preferred
Education and Travel
- Bachelor’s degree
- Up to 10% travel
To apply, send your resume to careers@robling.io.