Responsibilities
- Serve as the technical champion and strategic advisor for customers
- Utilize regulatory and technical subject matter expertise to communicate incremental value and to drive utilization of products to customer stakeholders
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Collaborate cross-functionally with Customer Success, Account Management, Product Management, Technical Support, and Engineering to be the voice of the customer and influence the product roadmap
- Present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
- Lead customer workshops and innovation sessions to explore new product use cases that drive business value to customers
- Participate in regular customer business review meetings both onsite & virtual (Meet, Zoom, Teams)
- Assist in defining customer engagement models, escalation procedures, and success metrics to measure impact
- Identify and implement tools, dashboards, and automation to streamline customer interactions, engagement and reporting
Tech Stack
Jira, Confluence, Productboard, Asana, Smartsheets
Work Arrangement
Hybrid
Additional Information
- Travel Frequency: Medium to High travel volume of 50% - 80%
- Travel to customer engagements, user groups, tradeshows, industry events, and corporate offices, primarily across the United States and Canada
- Travel can occasionally occur on weekends to accommodate customer scheduling or tradeshow attendance
- Must possess a current valid US Passport or have the ability to obtain one within 6 months of hire
- Must be eligible for entry into Canada
- Support customers across all North American time zones
- Schedule flexibility with occasional extended hours to meet client needs
- Appropriate schedule adjustments made to your standard workday
