Enterprise Customer Success Specialist

$70,000 - $90,000/Yr

Openeye - Liberty Lake, WA

Full-time - Mid Level

Liberty Lake, WA

About the position

OpenEye, a rapidly growing technology company, is seeking an enthusiastic and hands-on Enterprise Customer Success Specialist. This role is critical as it involves being on the frontline initially and transitioning to building an Enterprise Customer Success team over time. The specialist will be measured on revenue growth, customer satisfaction, and retention for the company's most important accounts. Responsibilities include managing programs to engage, retain, and grow Enterprise customers, ensuring they fully utilize OpenEye's solutions. The ideal candidate will have a background in security, be detail-oriented, and possess strong communication skills to convey findings to both internal and external stakeholders.

Responsibilities

• Drive customer adoption by developing a deep understanding of clients' industries, business goals, and pain points, conducting proactive outreach, and providing business analytics.
• Own enterprise customer retention by maintaining a live pulse on all enterprise client health statuses to ensure revenue retention and growth.
• Optimize processes by bringing best-in-class expertise in originating, planning, and executing Customer Success initiatives.
• Build customer advocates by developing strategic client partnerships and creating a loyal client base that actively promotes OpenEye.
• Act as a conduit for issues affecting enterprise customers, ensuring effective problem resolution with support from product and engineering teams.
• Provide feedback to the company regarding service failures or customer concerns.
• Work successfully with cross-functional teams (Marketing, Sales, Product) around customer success initiatives.
• Act as the voice of the customer by collecting popular feature requests and creating business reasons to prioritize requests on the product roadmap.

Requirements

• A track record of 5+ years of Customer Success achievements.
• Bachelor's Degree in technology or business preferred.
• Relevant experience in physical or cyber security.
• Strong business acumen with a proven record of providing top-class customer service.
• Exceptional ability to develop and maintain relationships with a wide range of personalities.
• Strong organizational and project management skills.
• Technical aptitude with a quick ability to understand new software.
• A history of going above and beyond as a team player with an entrepreneurial spirit.
• Keen desire to learn about cloud and machine learning applications in video for the enterprise.
• Ability to influence both technical and executive audiences with savvy presentation skills.
• Very detail-oriented with great follow-up and project management skills.
• Curiosity to learn and assimilate technical information quickly.

Nice-to-haves

• Experience in project management.
• Knowledge of machine learning and its applications in video security.
• Experience in relationship management and strategic partnerships.

Benefits

• Paid parental leave
• Health savings account
• Paid holidays
• Disability insurance
• Flexible spending account
• Happy hour
• Paid time off
• 401(k) matching
• Life insurance