Scale Customer Success Manager

With 70 Million in new Series C Funding, Aquant is taking off like a rocket ship! We’re looking for passionate and innovative leaders to join our fast-growing company for the next phase of rapid growth. Our Service Intelligence platform is transforming the way our clients service and support their customers. Come work with the world’s biggest companies to help them leverage artificial intelligence and take their Customer Service organizations to the next level.

The Scale Customer Success Manager role is an exciting new role at Aquant and an opportunity to join a rapidly expanding team that'll make a significant impact. The Scale CSM will work with customers either in 1:1 engagements for high-impact objectives or by running successful programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Aquant products and services.

Part consultant, project manager, data analyst, and product expert, our Scale Customer Success Manager will be continually focused on helping our customers improve the way their Service Organization works and support ongoing innovation and expansion.

Responsibilities

• Build strong relationships with our clients to understand their needs and ensure their success with Aquant
• Engage 1:1 with targeted customers at key points in the customer journey to ensure adoption of Aquant
• Leverage tools and technology to deliver value to multiple accounts at once through different programs
• Become an expert in our Service Hero and Service Insights products to best enable our customers achieve exceptional value
• Deliver custom training and webinars, hosting of office-hours, and proactive customer engagement in order to encourage product usage and user adoption.
• Troubleshoot product issues and involve other departments such as Product Management and R&D in order to deliver a solution in the form of product fix or other.
• Function as the technical authority and trusted advisor for product and implementation issues during customer onboarding and post-go-live.
• You'll have a deep understanding of the customer field service business, including business objectives, KPI’s and challenges that Aquant can help address.
• Identify and cultivate opportunities for expansion within your customer base
• Act as an advocate for client interests by sharing customer feedback with other Aquant departments. You'll represent the voice of the customer and influence the product development roadmap

The Ideal Candidate

• 2 years of experience as a Customer Success Manager, Support Engineer or Technical Consultant in a SAAS company. Experience with Big Data and AI products is an advantage.
• Strong analytical skills, logical thinking and troubleshooting skills.
• Full proficiency in MS Excel (VLOOKUPs, Pivot Tables, analysis of big data).
• Knowledge and understanding of Databases, Good knowledge of SQL and ability to run complex queries to fetch and manipulate data. You are passionate about using data and analytics to help customers deliver customer service excellence and drive long-term value.
• Knowledge and Experience with Salesforce platform is a plus
• Excellent verbal and written communication skills with the ability to relate complex technical or business concepts to internal and external stakeholders.
• Strong customer-facing, presentation and communication skills
• Experience working with a large portfolio of customers
• Proactive and comfortable working in a fast-paced and dynamic environment with the ability to quickly resolve technical challenges.
• Social and team-oriented personality with strong collaboration skills and an ability to work effectively across other departments and individuals to ensure the best outcomes. Focused on a commitment to quality and success.
• Maintain a “beginner's mind” at all times, always look for opportunities to learn new things and innovate.
• Bachelor’s Degree in Computer Science, Engineering or related course of studies.