About the Role

Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients. From the moment our Implementations team gets our client onboarded on our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Emotive. Product adoption, adding additional seats and services to contracts, and ultimately renewals will fall under the purview of our Customer Success team.

You'll be responsible for:

• Understand what exceptional Customer Success means for each of your named customers

• Expand our list of referenceable customers

• Helping to improve our processes, policies, and values so as to deeply integrate Emotive into our clients’ everyday work lives

• Articulating and documenting processes to create a scalable infrastructure for our Customer Success team

• Influencing the direction of the Emotive platform, funneling customer feedback into the Product organization while proactively helping customers understand how we’re working towards solutions that meet and exceed their expectations

• Acting as an advocate for the customer, quarterbacking the solving of complex problems within our organization and escalating when appropriate

• May involve handling sensitive personal data

Your qualities:

• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates

• Highly organized - a project management background is a plus

• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier

• Ability to understand the features and use cases of the Emotive platform

• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications