Isos Technology is looking for an energetic, aggressive, and personable professional to join our team. The right candidate will be a team player who effectively builds relationships both inside and outside the organization. They are dedicated to meeting the expectations and requirements of our clients and consultants. This role has two primary areas of focus: leadership of the Account Executive team and ownership of the customer experience for assigned accounts. This individual is a self-starter who values team input and is passionate about our services and our customer experience.
Isos Technology is one of the largest Platinum/Enterprise Atlassian Solution Partners in the US. We are headquartered in Tempe, AZ but have offices across the US including Washington, D.C. We work with some of the largest companies in the world helping them implement the Atlassian tools. In addition to being everything Atlassian we focus heavily on our people and creating a culture that is fun, challenging and rewarding.
This position can be from anywhere in the US, from our Tempe, AZ location to Washington D.C. or anywhere in between.
Primary Responsibilities
Owning the customer experience from contract signing, including streamlining onboarding, engaging, retaining, and driving customers’ understanding of existing and new services and products to ensure customer satisfaction and customer retention
Conduct periodic check-in meetings with assigned customers as prescribed to ensure smooth operation of their software environment and identify challenges if applicable and document all customer touch points in HubSpot. Additionally, participate in scheduled business reviews and health checks
Drive expansion of Isos Technology services and software licensing through the implementation of an outreach strategy within the team
Create customer advocates as measured by net promoter score improvements and achievement of other customer success metrics
Act as an escalation and coordination point of contact for requests and issues requiring a high degree of cross-departmental collaboration to ensure timely resolution of technical and non-technical problems, providing timely updates/communications back to customers
Ensure the voice of the customer is represented in service planning discussions, wearing both the company and customer hats
Arrange product education sessions as appropriate for the client’s requirements
Deliver informal updates and/or training to keep customers briefed on service and product innovations
Promote client awareness and understanding of the latest features and best practices and provide adoption recommendations.
Contribute to the development and execution of service and license renewal strategies to exceed renewal goals and minimize churn.
Engage with Isos Technology professional services and managed services teams and the finance team to ensure customer questions are addressed in a timely manner.
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