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Role Description

As a member of the Cloud Success Readiness team, you will be deeply invested in every aspect of the Customer Experience. You will work closely with Technology & Product (T&P) and our Customer Success Group (CSG) teams to ensure that we are delivering customer success to every customer at scale.

• Improve customer Adoption and Product Quality by proactively addressing the most relevant customer needs.
• Ready stakeholders to deliver product innovation to customers.
• Understand the product portfolio and maintain deep knowledge of product capabilities.
• Leverage product knowledge and technical expertise to surface product insights and recommendations.
• Document Product Feedback for the T&P organization.
• Work closely with Cloud Success teams to scale product expertise and knowledge of the product lifecycle.
• Manage work via Strategic Initiatives across the product lifecycle.
• Act as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to stakeholders.

Key Responsibilities

• Maintain deep understanding of product and roadmap; engage with T&P and CSG stakeholders.
• Develop expertise for all new product and feature introductions, large-scale migration efforts, or product retirements.
• Document best practices and learnings from product interaction to deliver to Cloud Success teams.
• Collaborate closely with Cloud Success team to create a holistic POV and strategic approach.
• Maintain deep technical, functional, and domain knowledge across all in-market and new products.
• Identify, document, and track all recommended product enhancements.
• Establish and own relationships with Product Management Leaders and key subject matter experts.
• Provide product expertise to support the creation and rollout of adoption strategies.
• Participate in improving the CSS adoption score / customer health score.
• Work with other Readiness Success Architects to continuously improve our operating model.

Experience

• 3+ years experience in Customer Success or Product Management individual contributor role in the SaaS industry.
• Hands-on experience with Service or Field Service products.
• Track record of collaborating within a team of subject matter experts.
• Experience interacting with both technical and non-technical stakeholders.
• Has developed enablement materials and delivered training to functional and technical audiences.
• Enablement, consulting or Salesforce product experience a plus.

Skills & Expertise

• Strong oral and written communication skills.
• Proven ability to distill complex information into concise narratives.
• Approach work with a ‘beginner’s mind’ and shift focus when needed.
• Can be counted on to exceed goals successfully.
• Ability to synthesize information and develop tactical plans.
• Can apply domain and product knowledge to influence product leaders.
• Curating, creating, managing, and distributing relevant training materials.
• Acting as a liaison between departments to ensure content accuracy and impact.

Benefits

• Time off programs
• Medical, dental, vision, mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program