Job Description

3motionAI provides Ergonomic and Biomechanics data to the Workplace Risk market including employers, insurance companies and OT/PT's. Experience in this market would be prefered. The primary focus of our Customer Success Specialist is to ensure that customers achieve their desired outcomes and have a positive experience with the company's products and services. The CSS's mandate is to use their in-depth knowledge of our products and delivery methods to provide technical support and technical training to our clients. Focusing on adoption and positive relationships with our clients is key.

KEY RESPONSIBILITIES:

Technical Response Management: Maintain troubleshooting/resolution process flow for clients with minor to medium software and or API/SDK concerns. A keen technical understanding of SaaS and its various implementation methods is essential to resolving customer issues and coordinating with internal teams.
Customer Onboarding: Facilitate the onboarding process for new customers, ensuring they have a smooth and successful introduction to the 3motionAI technology (both Workplace Health & Safety and Sports software).
Customer Engagement: Proactively engage with customers on a regular basis to understand their needs, challenges, and goals, and provide appropriate support and guidance.
Relationship Building: Establish and maintain strong relationships with key stakeholders within customer organizations, such as executives, managers, and end-users.
Customer Advocacy: Act as the primary advocate for customers within the company, representing their needs and feedback to relevant departments, such as product development or marketing.
Customer Training and Education: Provide customers with training and educational resources to maximize their use of the product and achieve their desired outcomes.
Customer Health Monitoring: Monitor customer health and product usage metrics to identify potential issues or opportunities for upselling or cross-selling.
Renewal Management: Work to ensure customer contract renewals by demonstrating the value and return on investment of the product or service.
Customer Feedback and Insights: Gather feedback from customers and use it to drive product improvements and inform the company's overall strategy.
Upselling and Cross-Selling: Identify opportunities for upselling additional products or services to existing customers based on their needs and usage patterns.
Churn Prevention: Proactively identify at-risk customers and implement strategies to prevent churn or customer attrition.
Customer Success Metrics: Track and report on key customer success metrics, such as customer satisfaction, retention rates, and upsell/cross-sell revenue.
Customer Success Planning: Collaborate with customers to develop and execute success plans that align with their business objectives.
Product Advocacy: Promote new product features or enhancements to customers, ensuring they are aware of and can take advantage of the latest developments.

Our Customer Success Manager plays a crucial role in building customer loyalty and driving the company's growth through customer satisfaction and advocacy. By focusing on understanding and meeting customer needs, they help ensure the long-term success of both the customers and the company.

Job Type: Full-time

Pay: $70,000.00-$80,000.00 per year

Benefits: