Success Coach - (Customer Solutions Org)
London, UK
About Showpad
Showpad is the market leading Enablement solution that trusted global brands use to unite their revenue teams, deliver superior customer experiences, and drive seller effectiveness. Over 1400 customers across the globe count on Showpad to help sellers sell the way buyers want to buy, to save sellers time on non revenue generating tasks, and to ensure our organisations invest in developing their most important asset; their people.
Since our inception in 2011 in the quaint town of Ghent, Belgium, we have taken one thing very seriously; culture. We are passionate and bold as well as humble and authentic. We empower each team member to achieve maximum impact and to be their true selves. We take ownership, and we also take vacations.
We take serious care of our people, but never take ourselves too seriously.
About the position
Reporting into the Director of Success Coaching, the Success Coaching team works with Showpad customers to guide their effective adoption of Showpad solutions to ensure they’re realizing value with the platform. Success Coaches are Showpad product experts - both the platform itself and the varied use case applications of the technology to business challenges.
This role does not hold a traditional “book of business,” but instead interacts with customers when they can have the most impact. At any point in time a Success Coach will serve a set of customers who are individually identified proactively or reactively to improve their health. Proactive motions include executing on cross-customer adoption improvement campaigns, teaming up with Account Manager to address a specific adoption challenge, and proactively reaching out to customers who can benefit the most from newly-released functionality. Reactively, Success Coaches address risk by responding to a specific call to action based on expressed need or customer health.
Role Responsibilities:
- Consult with customers in engagements ranging from one time to multiple-touch plays with the goal of improving customer health. This may include diagnosis of challenge(s), consulting on common best practices for improving the use of Showpad, and advising customers on how to use different key functionality.
- Plays may include: introductions for new admins, providing admin training around existing or new functionality including best practices, giving guidance about a customer’s instance, working to improve adoption through adoption plans.
- Quickly assess a customer situation, analyzing the customer’s Showpad instance and leveraging our internal data tooling through Salesforce, Gainsight, Gong, AMs, etc. to gain context for meaningful customer discussions
- Own play execution from beginning to end including setting meetings, prepping a necessary, following team playbook and content, and sending meeting recordings and surveys post-play
- Maintain effective asynchronous and synchronous communication with the customer’s AM, ensuring transparent communication about status updates, support required, etc.
- Sustain expertise about the Showpad product including as it evolves through major and minor releases as well as other relevant technologies that we integrate with (e.g., SFDC, Sharepoint).
- Capture insights from customer interactions and document in Gainsight/Salesforce as appropriate (leveraging Gong AI)
- Provide support in developing and improving standardized adoption playbooks
You will be a good fit for this role if you have:
- 2-years in customer-facing role in SaaS that required you to be hands-on with the product (e.g., Customer Success, Support, Professional Services)
- A love of customer interactions and comfort with short term, high volume customer engagements
- A sharp focus on goals and a powerful work ethic
- An excitement for building a new industry-leading CX function at Showpad
Showpad’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.
We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We’re building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Whether that’s paid parental leave, paid holidays (including Juneteenth and paid time off to vote), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Showpad to support you.
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