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 Managed File Transfer (MFT) 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 MFT business targets across Gross Dollar Retention and Net Dollar Retention.
- Lead onboarding and implementation of MFT 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 MFT product roadmap.
- Conduct Health Checks to ensure customers are aligned to Redwood standards and best practices.
- Serve as MFT 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 MFT 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 Salesforce and Outreach Sales Execution Platform (or similar tools) are preferred.
- Strong personal drive for ensuring customer success with a proactive focus.
- Passion for working in a dynamic, problem solving, customer service environment.
- Outstanding verbal and written communication skills.
- Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.
- Ability to articulate technical issues in a meaningful way to both team and executive-level management.
- Must be capable of dealing confidently and professionally at the executive level with Customers.
- Must be a team player and build good working relationships across all functions.
- Wears the ‘Customer Advocate’ hat at all times.
- Leads by example and demonstrates Redwood’s Core Values every day.
If you like growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!