Job Summary

Othot is seeking a full-time Customer Success Manager to guide customers in our higher education vertical through successful onboarding, adoption, growth, and expansion. As a trusted/strategic advisor, your ability to deliver value and insights to your assigned accounts will be paramount. You will work individually and with a team of expert data professionals to respond to specific customer needs and act as the key liaison between Othot and all partnering institutions.

Responsibilities

  • Manage customer onboarding through:
    • A seamless account transition from Sales to Customer Success
    • An efficient customer kickoff and by guiding customers through key data mapping and acquisition activities
    • Effective project management of all critical onboarding steps included data configuration, model development, and customer acceptance/validation
    • Delivering valuable initial training and use case demonstrations
  • Support customer adoption through:
    • Providing immediate response to customer questions or problems
    • Managing customer support tickets and improving the knowledge base articles
    • Proactively monitoring customer utilization metrics
    • Providing additional guidance and training where necessary
  • Enable customer growth through:
    • Proactively managing the customer lifecycle and driving additional value throughout the year
    • Defining critical goals with your customer accounts and developing key performance indicators to monitor progress throughout the cycle
    • Collaborating with Othot’s Data Science team to develop insights and analysis to guide customers on a more successful path
    • Introducing new product features and enhancements to customers as released
    • Measuring customer satisfaction and mitigating churn
  • Strive for customer expansion though:
    • Identifying and managing renewals, up-sell, and cross-sell opportunities
    • Collaborating with Othot’s Sales and Marketing teams to utilize customer advocacy in the market and publish proven customer successes
  • Collaborate with other Othot team members by:
    • Contributing to a customer feedback loop for product improvements and feature enhancements
    • Supporting Othot’s Sales team in prospective customer engagements to ensure continued growth
    • Identifying opportunities for development and implement solutions and processes for continuous improvement
    • Acting as an internal advocate for our customers and ensure a customer-centric approach within Othot
    • Support ad-hoc projects as identified