Responsibilities :

- Ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals

- Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion

- Develop senior customer relationships and aim to serve as a trusted advisor

- Proactively identify, forecast, and mitigate revenue churn

- Develop customer specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion

- Identify expansion and cross sell revenue opportunities within existing customers

- Maximize customers' use of Icertis platform and increase customer's knowledge of platform's capabilities

- Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization

- Work cross functionally with Icertis Leadership teams to deliver customer success

- Build action plans to remediate NPS feedback to increase reference-ability across the global customer base

- Develop tools and processes to accelerate customers adoption of Icertis platform capabilities

- Built tools to quantify the value realized from adopting the Icertis platform

- Be subject matter experts with broad and deep- knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources

- Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe

- Demonstrate functional and platform expertise at customer and partner events

Experience :

- 5+ years of customer facing experience, through a combination of technology, procurement, contracting, legal, commercial and / or consulting leadership

- Flexibility around customer engagements and doing what is required to support the business

- Proven experience with implementing leading practices related to SaaS solutions, preferably contract lifecycle management platforms and solutions

- Demonstrated experience in program and customer management

- Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability

- Ability to quickly establish credibility and foster trust-based relationships at all levels with customers

- Desire to work in a collaborative team environment and willingness to share leading practices regularly with the team

- Experience relating customer business problems & aligning solutions by understanding the platform landscape

- Bachelor's Degree required, MBA a plus

- Ability to travel up to 60%

- This role requires working in night shift

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