Agiloft - Principal Customer Success Manager, Technical
Requirements
• 5+ years in customer success, account management, or related fields, with experience in technical solutions and complex service engagements. • Proven experience in identifying upsell opportunities and driving growth within customer accounts. • Strong technical acumen with the ability to deliver product demos and consult on technical configurations. • Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration. • Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment. • Agiloft offers a comprehensive benefits package for US employees including but not limited to the following: • Medical, dental, and vision insurance • Short term and long-term disability • Life insurance and AD&D • Supplemental life insurance (Employee/Spouse/Child) • Health care and dependent care Flexible Spending Accounts • 401(k) with company match • Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non- overtime eligible) position. • Paid parental leave • Voluntary benefits including pet insurance
Responsibilities
• Customer Liaison: Build and maintain strong relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and progress on large-scale service engagements. • Proactive Customer Engagement & Growth: Partner closely with customers to drive engagement, retention, and expansion. Conduct regular Business Reviews with key accounts to assess progress, understand evolving needs, and align on growth strategies. • Usage Monitoring & Opportunity Identification: Proactively monitor customer usage trends to identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption. • Strategic Advising: Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success. • Value Identification: Provide expertise to assess client needs and identify valuable solutions that our product can deliver. • Goal Setting & Cross-Functional Collaboration: Set clear, transparent goals to meet client requirements, working closely with internal teams to ensure goal alignment and successful delivery. • Effective Communication: Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams. • Data-Driven Approach: Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact. • Product Expertise: Conduct L1 product demos, review new features and functionalities, and advise customers on technical setups and configurations to enhance their product experience. • Feature Adoption & Change Management: Guide feature adoption, facilitate onboarding, and manage change effectively, providing proactive support for key functionalities. • Upsell & Expansion Opportunities: Partner with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.
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