Responsibilities
- Develop systems to track new implementations, key events, and customer health; conduct pre-event process reviews.
- Define the metrics, tooling, and reporting standards for measuring and tracking customer health across all regions.
- Develop project plans and deliverables to lead account transitions.
- Standardize and optimize all customer journeys and transition processes.
- Lead and coordinate complex onboarding projects, including the creation of training materials.
- Design, refine, and maintain the standard operating procedure (SOP) and resources for efficient customer onboarding.
- Drive adoption by developing, conducting, and presenting customer training and adoption materials.
- Develop and manage the core curriculum and technical training content for Arlo/RLAs.
- Manage account-level risks by resolving complex customer inquiries and coordinating internal issue resolution.
- Identify expansion opportunities during key customer interactions and support.
- Develop and deliver progress reports and presentations on customer health and project status.
- Conduct project post-mortems to identify successful/unsuccessful elements and improve playbooks.
- Design, write, and maintain the Arlo/RLA Customer Success Playbook and associated operational documentation.
- Liaise with internal/external project stakeholders and provide product feedback to resolve issues and drive alignment.
- Act as the primary liaison between CS and the Product/Engineering teams for feature prioritization and bug resolution.
Requirements
- Experience with risk-limiting audit concepts and election administration.
- Ability to manage multiple projects and work under pressure, specifically in critical audit support times.
Nice to Have
- Solid understanding of ballot tabulation, voting equipment, and ballot storage.
- Strong understanding of statistics.
