1. Customer Relationship Management:
- Establish and nurture strong relationships with assigned customers, serving as their primary point of contact.
- Understand customers' unique business needs and challenges, and proactively provide the customers targeted insights and updates to maximize their success with LighthouseAI.
- Regularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess their satisfaction, address concerns, and offer assistance.
- Proactively monitor customer usage of LighthouseAI to ensure early detection of any issues that may be deterring the customer from reaching maximum value from LighthouseAI due to unexpected lapses in usage.
- Proactively reach out to SaaS customers on a monthly basis to encourage engagement and feedback
2. Customer Success Strategy:
- Collaborate with cross-functional teams to develop and execute customer success strategies, including adoption plans, business reviews, and performance analysis.
- Monitor key customer metrics, track usage patterns,
and identify opportunities for enhancing customer value and product adoption.
- Weekly monitoring of customer usage report to detect and address any indications of lack of customer usage of LighthouseAI to proactively take action to ensure a customer’s satisfaction of the software
- Lead monthly meeting with a cross functional team to provide an overview of customer usage trends and escalation of any indicators of decreasing customer usage/satisfaction.
- Coordinate NPS (Net Promoter Score Reports) to send out monthly and 90-days post onboarding.
3. Product Feedback and Enhancement:
- Gather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests, ensuring continuous improvement and alignment with customer needs.
- Weekly reports to Product Management and Marketing on any updated insights
- Act as a liaison between customers