This position is the bridge between our Professional Services, Product, Support and Sales teams. The Head of Customer Success will work directly with customers to ensure that their overall user experience with Hannon Hill and its products is a success. The ideal candidate will be self-motivated and have the ability to strike the right mix of sales, account management, product knowledge, and customer management skills.
Who We Are:
We’re a passionate team of hardworking people who enjoy what we do! We also enjoy a good Spotify playlist, burritos and beer, and working on the rooftop. Our product, Cascade CMS, empowers users everywhere to manage their websites easily and quickly, so they can focus on what matters most: fresh, quality content. Our work is challenging, but the bigger the challenge, the greater the reward!
Develop long term partnerships with our customers to ensure that they realise the full value of their investment in Hannon Hill products
Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products
Act as a liaison between professional services and support and the customer to make sure that the customer is getting the most out of Hannon Hill’s products. This includes selling cloud upgrades and services projects to existing customers.
Develop success engagement plans for customers that outline their metrics for success, and reporting and tracking on same
Identify at risk customers and developing strategies to save those accounts. This might include meetings, both remote and onsite.
Monitor and facilitate the customer’s adoption of our product features and functionality while providing the leadership team an understanding of customer’s overall business needs as they relate to our products
Creation of a customer satisfaction model and relevant artefacts
Leverage customer relationships as needed for prospect references
Work with the Professional Services Director to identify/resolve all issues that could impact satisfaction
Host educational webinars and user group meetings
Handle all renewal quotes
3+ years in a customer facing services role (consulting or account management) that includes achieving customer retention targets and customer satisfaction
Proven ability to collaborate and build strong relationships with customers
Ability to travel up to 25%
Proven ability to engage across corporate functions (Professional Services, Customer Support and Sales & Marketing)
Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
Bachelor degree required; Business or technical degree preferred
Consulting experience either as an internal consultant or with a consulting/software company
Excellent organization, time management, and communication skills
Ability to effectively self-manage
Membership to Atlanta Tech Village
Health, Dental, Vision fully covered for employees
Paid Maternity and Paternity Leave
Catered Lunch every Monday and Friday
Endless Snacks and Drinks
Friday Happy Hours
Quarterly team events and opportunities to serve our community