What You’ll Do:

• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work with your account teams to plan and execute long term account plan needs to facilitate retention and growth via product and new business unit expansion.
• Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customer’s lifecycle. 
• Serve as product, company, and industry ambassador while educating prospects and customers on ProcessUnity capabilities.
• Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and goals are met. 
• Evaluate and mitigate risk for each customer and proactively address concerns to avoid lost business and ultimately drive retention.
• Identify and prioritize product updates that reflect customer requests as well as industry and competitor trends, and report to key stakeholders.
• Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering. 
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth. 
• Develop and share best practices with team members to continually improve the quality, effectiveness and efficiency of our processes.
• Drive renewal and revenue growth through increased product adoption and usage.

Desired Experience & Skills:

• Bachelor’s Degree required. MBA or equivalent experience strongly preferred. 
• 6+ years experience in a Customer Success/Account Management role servicing enterprise accounts.
• Understanding of Third-Party Risk strongly preferred. 
• Strong project management skills.
• Understanding of enterprise SaaS business motions and customer lifecycle.
• Proven experience in building strong customer relationships at all levels of management and effectively communicating internally/externally.
• Proven track record of meeting and exceeding targets.
• Excellent written/verbal communication skills for technical and non-technical audiences.
• Ability to multi-task, prioritize and perform under pressure.
• Top-notch organizational and analytical skills, especially with tools such as Salesforce and Gainsight.
• Self-motivated and high accountability for delivery and commitments.
• Able to be self-sufficient and also work as part of a team.
• Ability to travel as needed, up to a maximum of 15%.