Customer Success Advisor

Octave is seeking a Customer Success Advisor. This is a remote position to support our customers in Americas, EMIA or APAC regions. In this role, you will help drive ongoing business value and outcomes for the customer leveraging automation and strategic engagements for a seamless, successful experience resulting in customer satisfaction, retention, and growth.

You will…

• Ensure customer satisfaction, success, and retention for a portfolio of existing and new customers.
• Use data and analytics to measure and monitor customer usage, health and engagement and proactively reach out to customers with relevant solutions and response strategies eg training programs, adoption best practices etc
• Manage and coordinate the new customer Onboarding, specifically for cloud customers. Work effectively with the various teams including Sales, Pre Sales, Regional and Global Order desk, Cloud operations and services, ensuring timely handoffs, resulting in quick and effective onboarding of new customers.
• Enrich the customer experience through development of standard, professional customer communications, creative digital content such as digital QBR’s, monthly newsletters, onboarding packages.
• Develop and implement automated communication programs/touchpoints across customer journey.
• Provide sales enablement support and promote ongoing business development opportunities.
• Help drive the Voice of Customer program, supplementing with internal surveys to capture holistic feedback on the overall SaaS experience.
• Conduct data-driven analyses to determine prioritization of communication and activities, such as soon to expire or unsupported software versions, reminder emails for important next steps or actions required, helpful resources, etc. along with lessons learned (what went well and areas of improvement).
• Serve as the primary point of contact and escalation point internally and for the customer.
• Be effective in teaming with a broad range of colleagues across the Company.
• Be a creative problem solver for internal processes and the customer.