Customer Advocacy & Relationship Management
Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal
Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed
Serve as a trusted advisor, aligning platform usage to customers' strategic goals
Lead proactive outreach and cadence calls to monitor satisfaction and adoption
Execute robust, data rich Quarterly Business Reviews
Execute timely weekly and/or monthly customer check-ins
Customer Adoption & Engagement
Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey
Drive usage of Specright features, ensuring customers get the most value
Ability to demonstrate any/all aspects of the standard Specright platform when needed by your AM partner or your customer to answer questions
Analyze customer usage metrics and health scores to identify risks or expansion opportunities
Cross-Functional Collaboration
Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable
Your key business partner within Specright will be the Account Manager, who will be responsible for managing a set of Specright customer's business relationships
Provide customer feedback to influence product roadmap decisions
Expansion & Retention
Lead, manage and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services and Sales Operations
Identify and support upsell and cross-sell opportunities (e.g., new departments, use cases, modules, or services)
Support contract renewal planning and customer lifecycle management
Define and execute data-focused plays that align with customer goals and KPIs
Requirements
5+ years of customer-facing SaaS experience in Customer Success, Account Management, or related roles
You are well versed in product capabilities and how they align to business value
Experience in manufacturing, consumer goods, packaging, or supply chain preferred
Strong customer advocacy mindset and ability to navigate complex organizations
Excellent communication, relationship-building, and presentation skills
Problem-solving mindset with the ability to manage technical and strategic conversations
Experience with Salesforce and other customer success tools
BA/BS degree required
Additional Instructions
Customer Advocacy & Relationship Management
Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal
Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed
Serve as a trusted advisor, aligning platform usage to customers' strategic goals
Lead proactive outreach and cadence calls to monitor satisfaction and adoption
Execute robust, data rich Quarterly Business Reviews
Execute timely weekly and/or monthly customer check-ins
Customer Adoption & Engagement
Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey
Drive usage of Specright features, ensuring customers get the most value
Ability to demonstrate any/all aspects of the standard Specright platform when needed by your AM partner or your customer to answer questions
Analyze customer usage metrics and health scores to identify risks or expansion opportunities
Cross-Functional Collaboration
Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable
Your key business partner within Specright will be the Account Manager, who will be responsible for managing a set of Specright customer's business relationships
Provide customer feedback to influence product roadmap decisions
Expansion & Retention
Lead, manage and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services and Sales Operations
Identify and support upsell and cross-sell opportunities (e.g., new departments, use cases, modules, or services)
Support contract renewal planning and customer lifecycle management
Define and execute data-focused plays that align with customer goals and KPIs
Perks and Benefits
Competitive salary commensurate with experience
Equity participation
Full benefits package that includes health, life, dental, 401k, etc.
