Customer Success Associate

About the job

MiCloudSW (an affiliate of Midis Group) is looking for Customer Success Associate, who plays a crucial role in bridging the gap between technical pre-sales expertise and ongoing customer success. This position ensures that customers not only receive the best possible solutions during the sales process but also continue to realize maximum value from our solutions post-sales, driving adoption, satisfaction, and long-term engagement.

Key Responsibilities

Technical Solutioning and Strategy

Analyze customers' current state, discover their desired future state, and establish a roadmap to achieve it
Design and implement technical account plans, including POCs, trials, evaluations, pilots, and demos
Recommend new features, products, or solutions to increase adoption, reduce churn, and enhance solution value
Engage in whiteboard conversations, solution demonstrations, roadmap discussions, technical support reviews, and adoption reviews

Customer Engagement and Success

Develop trusted advisor relationships with a variety of functions and roles, including executives, decision-makers, product managers, and functional users
Establish and oversee customer onboarding, adoption, training, and development of best practices to drive value realization and return on customer investment
.Monitor and document customer use cases, technical progress, challenges, opportunities, and overall status and product usage
.Advocate for customers internally to ensure utmost satisfaction, including arranging or delivering product feedback and updates

Internal Resource Orchestration

Translate technical account strategies into clear team-based activities across internal stakeholders
Coordinate plans with Solution Architects, Account Executives, and other internal team members
Establish regular cadence meetings to address account and team concerns and ensure alignment on strategic direction and goals

Risk Management and Mitigation

Analyze product adoption and usage to identify risks and opportunities, adjusting strategies to account for potential roadblocks
Proactively anticipate and address risks and threats, proposing solutions to mitigate future risks
Manage escalations, coordinating between customer and internal teams to facilitate resolution

Product and Solution Knowledge

Maintain a deep understanding of the features, benefits, strengths, and limitations of our products and solutions
Analyze competitive solutions and adapt strategies to address competitive risks
Effectively communicate product features and benefits tailored to customer requirements, promoting the adoption of solutions that drive additional value

Training and Advancement

Stay current on all required corporate and Customer Excellence training
Participate in ongoing individual advancement and training, ensuring awareness and depth of knowledge for all products supported

Qualification

Experience: 3+ years in customer success, technical project management, technical consulting, pre-sales, post-sales, product development, or professional services in a SaaS environment
Skills: Strong analytical troubleshooting, customer orientation, persuasive communication, detail-oriented, and thoroughness
Technical Aptitude: Ability to understand the technical background of product offerings, market dynamics, and industry trends
Travel: Ability to travel occasionally to meet with customers and build stronger relationship

Core Competencies

Analytical Troubleshooting: Collect relevant artifacts about a customer issue to identify solutions
Customer Management: Experience managing all phases of the customer journey, facilitating between technical and business teams
Persuasive Communication: Plan and deliver impactful and persuasive oral and written communications
Detail Oriented: Strong prioritization and multitasking abilities, including lightweight project management.

 If this sounds like the right position for you, just click the “APPLY NOW” button. You will be directed to the Register Now to proceed with the online application.