Customer Success Advisor

Customer Success Advisor

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!

We are currently recruiting for a Customer Success Advisor.

What you will do in this position:

• Leads the day-to-day "HME Experience" for assigned account base.
• Builds relationships with key stakeholders in the customer's organization, acts as the trusted/strategic advisor with customers and drives continued value.
• Monitors and identifies customer health and utilization trends, provides recommendations based on risk and customers' business needs.
• Identifies customer retention risk and collaborates with internal teams to remediate and ensure successful long term customer relationships.
• Works with clients to establish meaningful cadences for reporting and meetings with clearly defined objectives, stakeholders, milestones, risks and metrics for success.
• Oversees the overall use of HME solutions, including onboarding of new services, special event-based initiatives, and large-scale changes/migrations.
• Works in concert with Account Managers and other members of the HME Team to meet and exceed Customer's expectations, grow market share and revenue across all HME Products and Services.
• Identifies, clearly communicates and manages risk through proactive touchpoints and takes the lead in developing resolution strategies.
• Fully understands Customer's business and workflow to establish credibility with a consultative approach.
• Introduces and implements new products and features to customers based on needs uncovered during strategic customer conversations.
• Leverages deep functional expertise to increase Customer usage of existing services across the entire franchise base.
• Acts as an internal liaison between members of the "account team" and the various departments across HME (Support and Operations, Product and Development, Finance).
• Works with HME Customer Support teams to identify chronic issue patterns or trends and assists in aligning resources to correct.
• Acts as the voice of the Customer internally at HME. Gathers feedback directly on services/support and proactively addresses and escalates.
• Partners with Account Managers to help ensure expansion opportunities are identified and closed successfully.
• Assists in annual and ongoing account planning.

What you will need to succeed:

Qualifications

• Strong verbal and written communication skills, including preparation and presentation for the C-Level audience.
• Excellent organizational skills to proactively manage multiple priorities and track a variety of tasks with a strong sense of urgency to meet deadlines.
• Attention to detail.
• Effective customer service and problem solving skills.
• Advanced proficiency with Microsoft Office (Excel/Word/PowerPoint).
• Effectively convey pertinent information verbally and in writing to project team, customers and others in constructive manner.
• Proven conflict resolution skills.

Experience

• Minimum of 2 years related experience required.
• Experience in a customer-facing Customer Success, Account Management, Technical Account Management or Service Support required.

Education

• Bachelor's Degree in Business strongly preferred or equivalent experience.
• Project Management Professional (PMP) preferred.

Travel: 25%

The posted pay range, $68,640 - $79,600, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 10 pounds, 25 pounds with assistance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.