Customer Success Lead

Job description

Must have skills:

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  Have 3+ years of experience working in a B2B SaaS Sales and Marketing Product company, primarily focussed on the NA and Europe markets

  
  


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  Expertise and hands-on experience in Salesforce and HubSpot platforms with an understanding of the data and modeling (not just reports/ dashboards)

  
  


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  Experience configuring and setting up systems with multiple data sources

  
  


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  Experienced in working with data, engineering, and product teams

  
  


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  Strong technical background with experience troubleshooting software applications and integrating with APIs.

  
  


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  Knowledge and experience with Google Ads, LinkedIn Ads, and FB Ads

  
  


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  Intermediate level Excel/Google Sheets experience

  
  


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  Good written and verbal communication

  
  

Good to have:

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   Network in the Sales and Marketing tooling community and ecosystem.

  
  


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  An understanding of how data extraction, ingestion, transformation, and pipelines are built and managed by data engineering teams

  
  


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  Prior experience with marketing applications like Marketo, Pardot, etc.

  
  


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  Prior experience with sales applications like Outreach, SalesLoft, etc.

  
  


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  Data querying and presentation experience

  
  

Roles & Responsibilities:

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  Assist customers and Customer Success Managers with product onboarding, including installation, configuration, and customization

  
  


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  Work closely with Customer Success, Engineering, and Product teams in proposing the right technical solution & provide an estimation to completion of the requirements shared by the customer

  
  


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  Collaborate with our product and engineering teams to escalate and resolve complex technical issues and to communicate product feedback and feature requests

  
  


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  Collaborate with QA, engineering, and product teams to ensure data sanity and integrity checks are conducted in accordance with SLAs. Maintain logs of all data checks and customer request implementations

  
  


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  Collaborate with Customer Success Managers, Support, and other internal teams to ensure Team Goals for Time to Onboard and Support SLAs are accomplished

  
  


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  Leveraging internal business systems and communication channels to ensure Customer Success Managers have an updated view of Customer Context, Deployment Health, and Risk as part of their day-to-day contributions

  
  


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  Collect, curate, and communicate Customer Status, Open Issues, Risk and Mitigations using a combination of Slack, JIRA, Confluence, HubSpot Service, Google Docs & Sheets, and other internal business systems to ensure a holistic assessment of Technical Health is captured properly and communicated internally with Management and Customer Success Managers

  
  


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  Maintain accurate and up-to-date documentation of all projects undertaken in Confluence and Google Sheets