Key Responsibilities:
- Grow and expand an existing base of strategic high growth accounts
- Ensure customers achieve their adoption and success targets
- Mapping to network and manage relationships across different business functions within a complex global organisation
- Create, monitor and execute a custom success plan for each customer to drive usage and value
- Work with the Customer Success team to deliver successful on-boarding and adoption through the lifespan with PatSnap from launch
- Create Value Reports for stakeholders demonstrating ROI
- Conduct health checks and collaborate with the Customer Success team to achieve world beating retention rates.
- Ensure customers are vocal advocates of the PatSnap brand who renew our relationships year after year
- Rapidly learning of IP, R&D and Innovation Strategy
Desired Skills and Experience:
- Natural born self-starter that thrives in a fast-paced, high intensity start-up environment
- Proven experience in B2B business intelligence/SaaS
- Awesome track record of maintaining high retention rates
- Meeting/exceeding activity, pipeline, and revenue targets
- Extensive track record in crushing customer satisfaction goals as measured by renewal, usage and account expansion
- Experienced in a solution approach and adept at creating value for customers
- You understand the SaaS business model and have proven track record of implementing successful CS initiatives
- Proven experience using Salesforce
- Strong problem-solving skills and familiarity with business intelligence technology
- Ability to thrive in a fast-paced and changing environment
- High level of motivation, ability to quickly learn/explore our clients business, and work closely with all levels of the PatSnap team globally
- A natural leader with a very high level of emotional intelligence