Job Description

Overview

About Khoros and its Value

At Khoros, our passion is to help the world\xe2\x80\x99s best brands create customers for life. We build products we\xe2\x80\x99re proud of, and we\xe2\x80\x99re passionate about customer success. As part of the Vista Equity family, you\xe2\x80\x99ll receive best-in-class development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.

We are looking for an exceptional Customer Success Associate to play a key role in ensuring the continued success of our rapidly growing EMEA customer base. In this role, you will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of customers, and responsible for showcasing Khoros product value that aligns with customers\xe2\x80\x99 goals and related KPIs. You will also help answer some of our customer questions for our more entry-level customers. Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The key to achieving this success is effective adoption of our products across a customer\xe2\x80\x99s organization, technical success, and aptitude, high impact results that align to a customer\xe2\x80\x99s business objectives, a strong support system, and continuous strategic and relationship alignment.

The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized, and trusted relationships with their customers. Some of our clients: HP, Samsung, and LiveNation (to name a few). We are a Vista Equity Partners portfolio company, growing fast and adding new products to our platform organically and inorganically.

Our role level, salary, and final compensation numbers vary based on the experience of the individual.

Responsibilities

Some Responsibilities Include:

Effective adoption:

• Understand the customers\xe2\x80\x99 journey and maturity model for each solution and in the role of social media management
• Build shared Success Plans and provide valuable insights, thoughtful recommendations and product expertise to our customers on a regular basis
• Empower our customers to be internal ambassadors for our products and services and drive growth across the organization

Business value realization:

• Understand and articulate the customer\'s executive priorities and defined initiatives where our products and services can have an impact
• Quantify and describe the business value created by the customer\'s use of our products, at present and at full potential
• Work with customers to identify specific metrics of success; track and communicate progress on an ongoing basis and during key moments in time (i.e. Business Reviews and strategic conversations)
• Exercise strategic and creative problem solving to provide best practices, innovative solutions and drive end-user adoption
• Build customer advocacy by providing our customers with a platform for showcasing their success (i.e. Webinar participation, Event speaking opportunities, case study participation, etc.)
• Drive customer relationships that build advocacy in the form of indirect revenue growth (i.e., sales references, industry analyst references, software reviews, NPS, etc.)

Operational excellence:

• Work as a facilitator, strategist, and guide to our products and services for an assigned portfolio of enterprise customers
• Serve as the main point of contact, leading regular status calls, ongoing communications, and strategic discussions tailored to an executive audience
• Lead internal and external account planning; motivated by seeing customers grow
• Present new opportunities, services opportunities, and high-level roadmap vision to customers
• Leverage technology and internal tools to identify potential risks and address escalations and issues as needed
• Partner with internal teams to share customer feedback and ensure delivery of all commitments and projects
• Ensuring diligence with entering and updating data / feedback that help us track and target our customers to help them succeed

If you feel like you don\xe2\x80\x99t meet all of the requirements for this role, we encourage you to apply anyways. We know the confidence gap and imposter syndrome gets in the way sometimes, and don\xe2\x80\x99t want it to get in the way of finding awesome candidates!

Qualifications

Requirements:

• Excellent English, both written and oral (non-negotiable)
• 3+ years account management experience in a customer-facing role; strategy development and SaaS experience preferred
• Passion and aptitude for technology and business transformation
• Excellent presentation, written and verbal skills
• Strong organizational, time-management, and prioritization skills
• Keen analytical skills and ability to gauge and anticipate trends using data
• Thrives in a fast-paced startup environment
• Positive attitude and strong work ethic
• Aptitude for developing and nurturing positive relationships

Preferences:

• Demonstrable knowledge of social media platforms, community, or digital contact centers in a business context
• Creative self-starter; originates and drives constant improvement
• BA/BS degree preferred

Khoros