Customer Success Representative

Department: Customer Experience

Reports to: Customer Experience Director

At Yellowfin, we love data. We do. All kinds, from all sources. We understand that information

contained in a business’s data is where the next great idea will come from. New revenue streams,

innovative product concepts, and ways to change the world usually start with a data point that sparks a thought. We delight in bringing those sparks to life. Our mission is to be the #1 analytics vendor of choice for embedded use cases.

Objectives:

As a Customer Success Manager, you are focused on building strong relationships, satisfaction, and successful product adoption and usage of our Yellowfin BI products. You will coordinate all business functions around a set of aligned customer goals, playing a dual “concierge” role: Internally, you will preemptively coordinate cross-functional teams around customer success goals; externally, you will work directly with the customer, helping assemble key resources to deliver the appropriate experience to meet their goals.

You will invest time to understand the customers’ business needs by defining a personalized success plan, implementing tactical engagement programs, and adapting objectives based on the insights and analytics of our customers’ success. You are passionate about the customer experience, flexible, a multi-tasker, and agile in prioritizing strategies and objectives as they arise. As a trusted advisor to our customers, you ensure strong account health, loyalty, and renewal of assigned accounts, and work with the account manager to facilitate growth. Above all, you work to build an exceptional customer experience through value driven engagement.

Revenue Responsibilities:

• $1.5-2 million in annual recurring business

Performance Areas:

1. Account engagement

2. Product adoption and usage

3. Account health

4. Renewal rates

5. Account Expansion

6. Satisfaction

General Responsibilities:

• Facilitate education and training opportunities to drive adoption and usage

• Remove blockers at implementation and support level

• Ongoing and frequent contact to monitor progress to build customer loyalty

• Ask about their own experiences with other vendors that they consider good or bad

• Ensure customers renew contracts, identifying any risk of churn and work proactively to eliminate

• Build lasting relationships with accounts that differentiates us from the competitors

• Execute meaningful, prompt, accurate and reliable relationships with your accounts

• Define clear success plans focused on customers’ goals, with supporting engagement and

communication plans

• Be a trusted advisor by being an expert aligned to the customer’s success expectations

• Develop technical competencies across Yellowfin products and BI industry

• Understand customers’ business requirements and use cases to upgrade services and tools

(growth opportunities) to meet the most important customer needs

• Keep customers current on the latest news, trainings, services, and product changes

• Maintain thorough and consistent customer records via SF data entry

• Total commitment to learn, improve and be part of our great success story

Skills & Experience:

• Minimum of 3+ years’ experience within a sales or service team in a like-minded role

• A good understanding of the analytics industry or experience in a closely related field in sales or

customer service would be an advantage

• Must be able to interact and communicate with individuals at all levels of the organization –

externally and internally

• Strong in-person, phone and written customer communication skills

• Ability to manage time effectively, work independently and be self-motivated

• Highly collaborative and able to work as part of cross-functional teams

• Ability to prioritize work assignments and shift work efforts based on the needs of the department or evolving business goals

• Attention to detail and a customer-first mindset

• Strong PC skills required, including use of standard MS Office applications and SalesForce

• Demonstrated technical aptitude or an ability to learn new software products

• 3+ years of work experience

• Sales Experience Preferred

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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