- Be result-oriented and data-driven to actively track usage of the platform and drive ROI for customers. Analyze and showcase customer data to improve the user experience.
- Prepare videos, emails and phone calls to ensure that customers are supported during the onboarding and implementation process
- Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.
- Work closely with customers and their tech teams to fully integrate Rocketlane into their tech stack.
- Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process.
- Track and hit key implementation milestones and reduce roadblocks throughout the process
- Improving product or service adoption by educating users about the product best practices
- Ensure faster, smoother customer adoption and use of the Rocketlane platform and effectively showcase the ROI and time-to-value to the customers
- Flexible to work in the US timings.
What skills and experience do I need?
- 5+ years experience in a customer-facing role at a SaaS company
- Strong organisational and analytical skills along with attention to detail
- Critical thinking and proven complex problem solving skills required along with comfort to learn new technologies
- Customer first mentality and enthusiasm to build customer loyalty
- Excellent written and verbal communication skills
- Ability to listen and empathise with customers
- Demonstration of good product and consumer thinking during his/her career
- Background in computing, telecom, mobile or digital media would be a plus.
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