At Lifesize, we understand the power of connecting people to make the workplace great. For more than a decade, Lifesize has been at the forefront of video collaboration, delivering high-
quality solutions designed to bring people together. We combine a best-in-class, cloud-based video conferencing experience, with award-
winning, easy-to-use devices that are designed for any conference room so you can connect to anyone, anywhere. It’s a meeting experience like no other.
Our video conferencing solutions are designed for the demands of today’s modern enterprise, yet fully accessible to businesses of any size.
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Lifesize is looking for a Customer Success Advocate to expand our Customer Success Team in tIndia. The Customer Success Advocate owns the operational relationship for our Cloud customers and serves as the interface between the customer and Lifesize to deliver Customer Obsession! Customer Success Advocates manage accounts at such a high level of excellence that every customer is an Evangelist for Lifesize at every opportunity.
Do you enjoy a fun and challenging work environment? Would you like to work at a company that ensures you get your taco fix at least twice a week?
At Lifesize, we focus on building teams of incredible people and making our customers extremely happy. We work hard, but we believe in balance.
We have numerous perks and benefits, including great healthcare packages, 401K, support for continuing education, great pay, free snacks and drinks, breakfast tacos twice weekly (yes twice), catered lunch, tons of employee events like birthday celebrations and so much more.
Our culture makes us special! If you’re looking for a challenge and working in an open-culture environment where innovation and creating cutting-
edge technologies is central to our success, then Lifesize is the right place for you. If you genuinely care about customers and are passionate about their success, then you should talk with us.
Lifesize employees are encouraged to ask for help from and offer help to anyone at any time. We believe in a spirit of entrepreneurship.
Many of our employees have previously founded other successful tech companies.
We are looking for cream-of-the-crop candidates who love a good challenge. You must possess strong customer facing skills and be able to manage complex customer escalations with ease by quickly building trust and report with customers.
We’re looking for someone who can manage using both traditional and agile project methodologies. We move fast around here so flexibility and adaptability are key qualities we look for in our candidates.
Do you care deeply about the success of your customers?
Are you the go-to person for your company’s most challenging issues?
Do you love to teach a man to fish and take time to teach others how to use technology and solve problems?
Does bureaucracy that keeps you from getting work done and making customers happy frustrate you?
If so, we should talk. We’re building a world-class company and need more people like you!
Key Responsibilities include :
Enthusiasm for serving customers and eagerness to take ownership
Own successful onboarding of all Cloud customers
Includes understanding of business goals / use cases, VC technology strategy & success criteria. Managing to milestones / deliverables, creating implementation schedules, issues and actions tracking.
Managing SMB implementations to such a degree that customers recommend us to others at every opportunity.
Review Customer Success Guide and help customers understand how to get the most out of working with Lifesize.
Assist with technical training and adoption of Lifesize technologies throughout customer base.
Understanding Lifesize and who to escalate to internally to get things done for your customers
Accountable for maintaining industry leading Net Promoter Score (NPS) for assigned customers and contributing to organic growth by partnering with others including Sales
Own operational success of assigned accounts including successful onboarding (please see above), proactive account reviews, operational reporting, SLA management, issue management, project success, reporting, and more
Partner with Sales, Extreme Support, Finance, Engineering / R&D, Cloud Operations (aka anyone and everyone who makes a difference to our customers) to ensure questions / issues are addressed quickly and accurately
Assist with identifying new opportunities within accounts and partner with Sales for realization
Look for ways we can make doing business with us easier and partner with others to make it happen
Ability to partner cross functionally and lead all initiatives on behalf of assigned accounts successfully
Creating Promoters and Advocates for your assigned customers
All customers should serve as references and partner with us to advocate our products and service through case studies, joint events, etc.
Partner on NPS initiatives
Ensure all customer contact information is up to date
Lead outreach efforts for your customers to get their feedback
Participate in root cause analysis efforts for uncovering improvements and understanding what we’re doing well
Create and carry out action plans for your customers
Communicate improvements / outcomes of action plans (closing loop) for your customers
Knowledge of proposals, contracts, invoicing and renewals
Perform other tasks, roles and responsibilities as required
The ideal candidate will have :
Passion for serving customers
Must have expertise / success in stellar Cloud / SaaS onboarding & relationship management
Note : this role does not report into sales but is supportive of the overall success and long term relationship with assigned customers and works jointly with sales on this goal
Positive professional attitude (but we expect you to have fun at work)
Ability to build strong bonds and relationships with both customers and Lifesizers
Ability to uncover problems that get in the way of providing great service and fix them
Keen ability to manage customer expectations and difficult customer situations
Ability to build honest and trusting relationships with customers and Lifesizers
We will make mistakes; it’s how we respond that defines us. Honesty can happen without customers losing faith in our ability and we need someone who can communicate in a way that reassures customers solving their problem is our #1 priority
Expert follow through If we tell a customer we’ll do something, then we must make it happen
Self-motivated individual with a strong desire to learn new technologies and entrepreneurial spirit
Strong technical and product knowledge
Experience in Cloud / SaaS / PaaS enterprise software and hardware industry; specifically with Video Conferencing
Keen negotiation skills
Technical Education (Computer Software, MIS or similar degree preferred)
Excellent interpersonal, communication and presentation skills (both verbal and written)
Zealous problem solver
Demonstrated ability to handle many tasks simultaneously
Able to clearly articulate technical information to others so it’s easy to understand
Great team player
Travel and Flexibility is required
Ability to work in a fast-paced office environment where multi-tasking is a must
Language skills in English a must, French, Spanish, or Italian a big plus.
Ability to work full time (40+ hours / week)
Lifesize is an Equal Opportunity Employer. Lifesize does not discriminate against any applicant for employment because of age, gender, sexual orientation, race, religion, national origin, ethnicity, veteran status, or disability.