Description:
Business value realization
- Understand and articulate the customer’s executive priorities and defined initiatives where Riva can have an impact.
- Quantify and describe the business value created by the customer’s use of Riva’s products, both today and at their full potential.
- Plan and execute regular outreach to your book of customers, including periodic health checks, tactical execution check-ins, invitations to events and roundtables, and webcasts - as appropriate to the tier of customers you serve.
- Collaborate with Sales, CET, and Success colleagues as appropriate.
- Communicate verbally and in writing with customers from front-line users to executive levels.
- Maintain relationships high and wide within the customer’s organization to ensure ongoing strategic alignment.
Operational excellence
- On the customer’s behalf, coordinate the work of Riva’s Professional Services, Support, and Sales, to maximize results and efficiency.
- Leverage technology including CRM as well as our internal analytics tools to identify both at-risk and high-opportunity customers for intervention.
- Maintain flawless data hygiene in CRM and other tools.
- Follow and create Riva processes for addressing customer situations and drive efficiency and process discipline in our execution for the customer.
- Collaborate regularly with counterparts in Sales, Partner Enablement, and Accounting to maximize our ability to upsell and renew customers.