You will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to your customers. You will become a GoGuardian product expert so you can speak, and teach, intelligently on the value and usage of each part of the GoGuardian system. You will also apply your domain expertise with customers in best practices discussions, whether those are specific to the use of GoGuardian or general Chromebook in the classroom conversations.

YOUR CHALLENGE

• Ensure smooth handoffs of customers from Sales to Support
• Provide strategic guidance and training to improve adoption of the GoGuardian product by your customers
• Deliver ongoing best practices to customers to help them achieve value with GoGuardian, according to their specific business and classroom objectives and use cases
• Build value-based relationships with executives at customers, ensuring that they remain GoGuardian customers
• Quarterback customer risks and escalations end to end, including working cross-functionally with internal teams to create & execute on action plans
• Share intelligent product feedback and recommendations from customers back to the GoGuardian Product team
• Work with the team to develop world-class processes for executing Customer Success
• Actively participate with the rest of the Customer Success team as the most active and demanding customer of the GoGuardian product

WHAT YOU'LL NEED

• 2+ years of customer-facing experience
• A true passion for customers and Customer Success
• Empathy is a must
• Genuine interest in building trusted advisor relationships with customers, including C-level / SVP-level executives at customers
• Phone presence: enthusiastic and high energy, but also poised, confident, and professional
• Comfortable in fast-paced and changing environment; does not get stressed easily
• Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal
• At ease demonstrating complex product functionality; ability to provide comprehensive overview of key business use cases
• Takes a thoughtful approach to addressing customer pain points
• Understands change management tactics to drive product adoption within customer teams
• Passion for GoGuardian Core values