Customer Success Specialist

At Redwood Software we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes.

Redwood Software is the leader in full stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower organizations to orchestrate, manage and monitor their workflows across any application, service or server – in the cloud or on premise – with confidence and control.

CORE VALUES 

One Team. One Redwood.

Make Your Own Weather

Obsess over Customer Success

Work the Problem

Be Curious

Own the Outcome

Respect Each Other  

YOUR IMPACT 

As a Customer Success Specialist at Redwood Software, you will be responsible for building and maintaining post-sales relationships with customers within our rapidly expanding RunMyJobs (RMJ) Workload Automation business. You will be a trusted advisor throughout the entire customer lifecycle, from successful onboarding and implementation through renewal and expansion. You will ensure that customers achieve targeted business benefits from their investment by driving continuous adoption and expansion of use cases and features. You will manage risk across the existing customer base by evaluating health indicators and developing get-well-plans to increase retention. 

This position requires a strong technical background, excellent client and project management skills, and proven ability to understand various technical workflows when needed. Successful candidates must be action-oriented and able to communicate clearly and effectively to both technical and business audiences at multiple levels.

  • Drive and influence successful customer renewals in order to meet RMJ business targets across Gross Dollar Retention and Net Dollar Retention. 
  • Lead onboarding and implementation of RMJ products for net new and cross-sell customers, accelerating time-to-value. 
  • Build and grow relationships with both technical staff and senior management from the customer team.
  • Partner closely with product management to provide customer feedback and actively align enhancement requests to the RMJ product roadmap. 
  • Conduct Health Checks to ensure customers are aligned to Redwood standards and best practices.  
  • Serve as RMJ product specialist and subject matter expert within the Customer Success Organization to assist teammates on cross-sell opportunities. 
  • Contribute to the knowledge base on lessons learned and unique issues experienced for any of their accounts.
  • Build and launch digital-customer-success campaigns to increase engagement and drive adoption and feature usage across the customer base. 
  • Measure the health of the existing customer base and forecast retention rates to account management and executive leadership team. 
  • Facilitate Use Case Workshops and identify opportunities for additional value creation within accounts, contributing to growth and expansion.  
  • Coordinate internal and external resources to drive customer escalations as needed. 
  • Identify potential areas of risk and actively build get-well plans to reduce contraction and churn within the RMJ business.  

YOUR EXPERIENCE

  • Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with technical architects to senior executives. 
  • Strong organizational skills with an ability to manage competing demands, multiple priorities, commitments, and projects across a large portfolio of customers. 
  • Strong analytical skills used to assess and report on technical issues, product usage, renewal signals, and customer health. 
  • Ability to facilitate and harness cross-team collaboration working with teams both in person and virtually.
  • Minimum 3-5 years’ experience in a customer-facing environment such as customer success, sales, technical consulting, or enterprise customer support.
  • Bachelor’s degree in computer science, Information Systems, Engineering or equivalent experience.
  • Experience with Java Script, SAP ABAP, SQL Developer, or similar are preferred. 
  • Experience with Salesforce and Outreach Sales Execution Platform (or similar tools) are preferred.

If you like growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

APPLY HERE