Customer Success Executive  

At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration – it’s one of our core values. An unwavering focus on delivering great customer results is the hallmark of our global Customer Success team

It is the Customer Success Executive’s responsibility to drive customer adoption of Hearsay’s products and achieve success within a defined set of key customers. This individual should be a top-notch public speaker and be comfortable with presenting to and negotiating with C-level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire and sell the future of Hearsay to encourage adoption and expansion. As a trusted advisor and coach, the CSE prescribes how Hearsay’s products can be applied effectively to support achievement of a company's strategic business goals. He/she should possess strong expertise in business application deployment cycles, a top-tier understanding of the financial services industry as well as strong account management skills.

Mission:

Successfully manage, renew and grow a portfolio of accounts with an exceptional focus on driving business value, establish client-facing thought leadership and lead internal programs.

• Renew and grow 100% of customers by driving adoption of all purchased products and challenging customers to expand through engagement models (e.g. UMM / SBMM).
  • Maintain superior level of customer satisfaction.
• Establish strong strategic advisor relationship with customer project teams and understand customer org charts.
• Collaborate closely with Sales on all customer accounts, identify all customer CBIs, be able to articulate customer landscape (e.g. during rapid fire).
  • Leverage account systems intel to identify new product opportunities.
• Minimize churn risk ruthlessly through proactive account management, account flagging process, and identification of key competitive risks.
• Be recognized as a subject matter expert on digital field enablement for financial services organizations.
• Understand all Hearsay products deeply, be able to provide customized customer training as needed and leverage customer feedback to influence positive change with Product team.
• Develop and share best practices for portfolio management, challenging customers to grow and implementing new customer programs.

• Customer focused.
  • Ability to deliver high levels of customer enablement by proactively identifying and addressing the needs of customer project teams and various executive sponsors.
• Results oriented.
  • Sets achievable yet aggressive individual / customer goals and demonstrates a unwavering focus on achieving the best business outcomes.
• Influential.
  • Asserts recommended and own ideas and strategies based on specific scenarios, thereby influencing customer project teams and executive sponsors to take necessary actions.
• Analytical.
  • A passion for problem-solving.
  • Ability to identify and proactively resolve issues with customer project teams and executive sponsors.
• Strategic.
  • Demonstrates a strong business understanding and proactively identifies options, outcomes, and risks for any customer scenario.
• Strong business acumen.
  • Understands customer CBIs and Hearsay's value proposition for its customers.
  • Demonstrates business foresight along with the ability to integrate diverse perspectives.
• Effective communicator.
  • Excellent written and oral communication skills.
  • Effective at inspiring agents/advisors to take action.
  • Able to make clear recommendations and drive action on next steps from Project Managers and key sponsors.
• Collaborative.
  • Betters internal and external teams through knowledge sharing and operationalization.
• Organized.
  • Strong process orientation.
  • Comfortable in managing large, complex, and multi-product SaaS programs for enterprise customers.
• Managing conflict.
  • Surfaces conflicts and disagreements in a constructive manner with a goal of providing visibility and assisting with resolution.
• Coaching and development.
  • Works to improve and reinforce performance of other team members.