Title: Customer Outcomes Manager
Reports to: Head of Customer Outcomes
Location: Remote USA (PST preferred)
Summary of Job:
Customer Outcomes Managers are key members of the Customer Success Team at Accredible. With a giant brain and an even bigger heart, you will be flexible and wear many hats in this role as you become a product expert and thought leader in the use of our solutions in solving customer problems. You will play a critical role in the onboarding, training, and activation of new customers. To our existing customers, you provide thought leadership and novel ways to solve problems using our products.
Key Role and Responsibilities:
Business Value - You will be responsible for ensuring that our solution has solved the customer problem. Post launch, you will track customer performance and usage, collaborating with the Account Managers to understand where there are opportunities for expansion, upgrade or utilization optimization, or any other opportunities. Understanding the customer’s industry and engagement with their credentials to be able to set them up for success. Retaining our customers while understanding the nuance of their business is going to be vital to your success as an Outcomes Manager.
Thought Leadership - At Accredible, we strive to continually improve and explore our product as the experts in how it works and how it should work for our customers. Our Customer Outcomes Managers are our solution experts who engage with customers to establish best practices, effective platform use, their engagement, and exploring industry trends. This could range from a customer call about a specific problem they are trying to solve, to hosting webinars, speaking at conferences, or writing blog posts.
Onboarding and Training - We aspire to be recognized as delivering the best customer onboarding experience in our industry. The Customer Outcomes Managers will assist the Account Managers during the sales process to understand and document the business problem we are solving for our customers. You will understand the broader business context (industry and use case) for our customers and provide the solution and an onboarding experience tailored to their success. You will ensure our customers become operational quickly and not only become credential experts in their own organizations, but ensure their recipients get the recognition properly deserved for their hard work.
Support - Post-onboarding customer support will be primarily owned by our dedicated tech support team, who will address any platform issues or systems bugs the customer is experiencing. You as the Outcomes manager will advocate for the customer on time to resolution and escalations.
Your skills & competencies
Demonstrate that you have these skills & competencies:
Empathy & Strong Interpersonal Skills - You have the ability to develop relationships and establish trust with customers. Listening is one of your superpowers, you listen more than you talk and you ask great questions to ensure you understand the problem before offering a solution.
Communication - You can communicate clearly and concisely in any medium. You have the acumen and curiosity to connect with customers and key stakeholders at any level of their business. You can effectively collaborate cross-functionally with our Sales, Marketing, Product, and Engineering teams to champion our customers. You document your work in a way that the rest of the team knows what is going on. It is a huge plus if you like public speaking, have done training, and/or written blog posts for technical content.
Analytical & problem solving - You love to solve mysteries and puzzles. You rely on First Principles and are not afraid to experiment in your effort to improve the customer experience.
Project Management - You have a track record of prioritizing projects and managing various moving parts within a project. You don’t let important details slip through the cracks and don't miss key deadlines for deployment.
Learn quickly - You demonstrate the ability and desire to quickly absorb, synthesize, and make use of new information. You seek out and embrace feedback and are a lifelong learner.
Adaptable & Self-starter - You embrace the fast-paced, hive-like excitement of working in a start-up. You will strategically and intentionally wear many hats and regularly “color outside the lines” to get things done. We are a distributed team spread across many time zones, as are our customers, which means you will have lots of responsibility and little supervision. Acting with integrity, initiative and maturity is a must.
Experience: You will need 4 years experience in a customer facing SAAS environment