In this role, you will:

Strategy:

• Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
• Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
• Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.

Execution:

• Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
• High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
• Low-Touch Customer Engagement: Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn.
• Expand account stickiness by ways of further feature adoption and use cases.
• Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach.

Continuous Improvement & Growth:

• System and Process Enhancements: Recommend system and process enhancements to address common customer issues effectively.
• Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption.
• Build Customer Advocacy: Foster and maintain relationships with customer advocates.
• Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.

Your background:

• Candidate should have 2 or more years of experience in Customer Success, Support, or related field experience.
• Solid understanding of ShareFile products and services or relevant previous SaaS experience
• The primary goal of a CSE is to ensure customer success. This requires a customer-centric mindset and the ability to empathize with customer needs and concerns.
• CSEs often deal with complex technical issues and should have strong problem-solving skills. They need to diagnose and resolve customer problems efficiently.
• Proven ability to analyze customer data and triggers to make data driven decisions on what to engage on.
• Proven experience multi-tasking 100’s of customer accounts to ensure they meet their goals and adoption of ShareFile.
• Collaboration with other teams, such as sales, marketing, and product development, is often necessary to address customer needs. Being a team player is important.

If this sounds like you and fits your experience and career goals, we’d be happy to chat.  

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy: 

• Health insurance plan that provides coverage for a wide range of medical services, including doctor visits, dental, emergency care, and preventative care, for yourself, your spouse, or your dependent children (until 18 years old and up to 25 years old if they are full-time students, with proof of eligibility).
• Life and disability insurance for our employees.
• Competitive salary, bonus or commission (according to your position), and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Besides your legal vacation days, you will receive a paid day off for your birthday, and company holidays. A variety of leave plans, including additional paid time off and other leaves.