Responsibilities
- Become fully competent in Evolv’s products, workflows, and enablement methodology
- Learn the CX operating model (onboarding, enablement, training, adoption, renewal readiness, customer health)
- Build relationships with Sales, Program Management, Support, Technical Sales & Solutions, Channel Operations, and Marketing to understand customer history, deployment context, and value drivers
- Begin engaging with customers - supporting onboarding activities, training preparation, and early adoption
- Contribute to day-to-day customer onboarding, training and value-realization activities across the install base, ensuring progress towards key outcomes
- Deliver virtual and onsite training sessions covering system operation, best practices, and Evolv Academy learning paths
- Begin developing baseline success plans for your accounts that focus on adoption, learning milestones, and operational excellence
- Fully own your customer portfolio, including onboarding new customers, building proactive success plans, and driving adoption of learning resources such as Evolv Academy, MyEvolv Portal, and other customer platforms
- Monitor customer health, usage signals, and feedback to identify risks early and mitigate them through cross-functional collaboration
- Lead regular performance reviews and business value conversations using customer dashboards (visitor scans, alerts, detections, engagement metrics)
- Manage a smooth renewal readiness process by ensuring strong adoption, value realization, and risk reduction
- Be recognized as a strategic customer advocate with deep account relationships across accounts
- Maintain an internal network of cross-functional partners you can pull in to accelerate customer outcomes
- Consistently deliver measurable impact across your accounts—including improved system usage, reduced friction, higher training completion, and strong renewal rates
- Operate independently while driving scalable improvements to the broader customer enablement program
- Customer onboarding, and go-live activities with Program Management, TSS, and Support
- Deliver structured training sessions (onsite and virtual) tailored to each customer’s operational environment
- Ensure customers complete the right Evolv Academy learning paths and certifications
- Build and execute proactive success plans to drive consistent system usage, optimized detection performance, and operator confidence
- Continuously guide customers to evolve their workflows, staffing, and operating procedures to maximize value
- Promote adoption of MyEvolv, training content, and all customer enablement resources
- Conduct scheduled check-ins, performance reviews, and Quarterly Business Reviews (QBRs)
- Work with Red Accounts team to identify at-risk accounts and help develop get-well plans to get them in good health
- Coordinate with Support, Technical Sales & Solutions and other teams to ensure escalations are handled promptly
- Maintain clean, accurate CRM documentation including contacts, milestones, health scores and renewal context
- Proactively identify and engage the appropriate customer stakeholder’s day-to-day champions, operational owners, and economic buyers to ensure each clearly understands and is realizing the full value of their Evolv investment
- Lead the enablement workstream that ensures customers achieve the outcomes required for renewal, including validating success criteria with decision-makers, reinforcing business value with champions, and ensuring all stakeholders are informed, trained, and confident in their ability to operate and sustain their systems
- Minimize renewal friction by driving strong adoption, ensuring operators are well trained, and clearly demonstrating ongoing business value
Work Arrangement
Hybrid
Team
Structure: distributed across the United States
Additional Information
- Travel demands will fluctuate with customer engagement, trade shows, and your territory strategy, and may reach 25–30% of the time
- Because some customer operations run outside normal business hours, flexibility for occasional nights, weekends, and holidays may be required
