Senior Customer Experience Strategist
Vor 3 Tagen
Customer Experience Pioneer
We are seeking a seasoned professional to join our team as a Senior Customer Experience Strategist. As a key member of our organization, you will play a crucial role in driving customer success and satisfaction.
About the Role
The successful candidate will be responsible for leading our most strategic customers through their entire post-sales journey, from onboarding to adoption and expansion. You will serve as a trusted advisor to customer stakeholders, channel partners, and executive sponsors, providing guidance on how to maximize the value of our Edge Computing solutions.
Responsibilities
- Develop and execute Success Plans to ensure customers realize the value of their ZEDEDA investment
- Engage with dissatisfied customers on Get Well or Escalation Plans to address their pain points quickly and effectively
- Drive customers' subscription and service renewals on an ongoing basis, collaborating with internal teams to remediate customer concerns and ensure renewal readiness
- Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships and uncover new service and solution opportunities
- Monitor key performance metrics, such as customer satisfaction, renewal rate, offering upsell/cross-sell revenue, reference-ability, adoption, consumption, and customer engagement, and leverage these metrics to build a strategic plan to address negative changes
Requirements
- 10+ years of experience in large scale deployments, Virtualization, Edge Networking and Security, Relevant Edge Applications for the corresponding verticals, and ability to understand Cloud based SaaS offerings
- Demonstrate industry recognized credibility in the O&G and Renewables, Industrial Automation, Retail, and Automotive verticals; AI/ML space is a plus
- Required education and degree type: BS in Computer Science/Engineering or related field; MS or higher preferred
- Experience selling to large enterprises and emerging markets
- Strong organizational and time management skills, with a sense of urgency
- Ability to interact effectively with senior business managers and C-level executives
- Ability to travel up to 25-50% of time
- Demonstrated ability to foster collaboration and coordination with distributed global teams
What We Offer
We provide a comprehensive total rewards approach that supports our employees and their loved ones, including competitive salaries, benefits, and perks. Our organization values courageous leadership, considerate collaboration, candid communication, curiosity-driven innovation, and a commitment to diversity and inclusion.
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