- Oversee a portfolio of key enterprise accounts and proactively interact with customers to improve their account usage
- Build strong relationships with decision-making executives and operational managers
- Own end-to-end implementation of the Visitt product and service from pre-onboarding through the lifetime of the account
- Respond to customer support issues in a timely manner via phone, email, or chat and make sure to follow up in order to ensure technical issues are resolved
- Analyze customer data to develop actionable insights and improve customer experience
- Provide a strategic feedback loop to our product and engineering teams to continue to deliver new features
- Establish customer training practices
- At least 3 years of Customer Success SAAS experience
- Preferably residing on the East Coast (Atlanta residents a big plus)
- Excellent verbal and written communication skills
- Excellent interpersonal relationship skills
- Ability to analyze and report product malfunctions and customer training issues
- You have a highly structured work approach and ability to manage multiple activities in parallel
- You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
- Ability to be creative and think of workarounds for different use cases.
- Patience when handling tough cases and demanding clients
- Tech-savvy (high computer literacy and ability to learn new software)
- Flexibility to travel
- Experience working with Aircall, Intercom(especially), Fullstory, Coview, Monday.com
