Enterprise Customer Success Specialist

VideoBlocks/Enterprise Customer Success Specialist

As an Enterprise Customer Success Specialist at VideoBlocks, you will help
build and scale a world class B2B enterprise customer success and retention operation.
Reporting to the Director of Enterprise Services you will develop and take
ownership of the VideoBlocks’ Enterprise Customer Success KPIs for the
company’s B2B efforts including Enterprise and Higher Education clients. You
and future members of your team will be charged with managing our B2B
customers' VideoBlocks deployment and the ongoing strategic guidance required
to optimize and grow the relationship. To support the client relationship,
you will work with internal VideoBlocks’ resources to ensure our B2B customers
achieve their goals throughout the lifecycle of their relationship with our
company. You will partner with Enterprise and Marketing leadership to deliver
on Customer Service strategy and find opportunities for continuous
improvement. 

You are equally passionate about people, customers, and VideoBlocks’ mission.
You bring several years' experience in implementing customer success
strategies that create value for our clients. You enjoy developing
customer service systems, coaching and mentoring, and have strong project
management skills. You deeply understand the nature of the SaaS customer and
what it takes to make them successful, and your years of experience working in
client-facing roles has given you a strong perspective on how to build and
maintain strong customer relationships. Comfortable in front of an executive
audience, you are commercially-minded and have a track record of partnership
with Sales organizations and other cross-functional stakeholders (i.e. Product,
Development Services and B2C Support Services).  You are technically
savvy, have many years' experience in SaaS, and are excited to by the prospect
of creating a paradigm shift on how enterprises acquire creative digital media
assets.

You thrive in a fast-paced environment, feel comfortable defining metrics
and project goals, and adapt quickly to the changing demands of our company and industry. 

This role is based in our Reston, VA office.

RESPONSIBILITIES

  • Help establish VideoBlocks’ Enterprise Customer
    Success department as the industry leader in helping our clients achieve
    their objectives while successfully meeting your revenue goals
  • Work with Director of Enterprise Services to develop
    targeted and scalable KPIs regarding B2B satisfaction, engagement and
    revenue growth
  • Provide support for pilot support and, as necessary,
    pre-sales initiatives targeted at strategic prospects
  • Strengthen and deepen B2B client relationships within
    VideoBlocks, and act as the Client’s advocate in escalating support and
    engineering support when needed
  • Strategize and execute on department-level goals,
    including but not limited to churn reduction, user adoption, customer
    satisfaction, and team growth
  • Participate in, and/or identify, design, and deliver
    cross-functional projects that support strategic improvements in scaled
    processes, services, and systems to enable the team to exceed goals and to
    spend more time with customers

KEY METRICS

·        Achieve a 90% client retention rate (based on number of clients)

·        Ensure client’s achieve Time-to-Value within 30-day of a signed agreement

·        Establish and improve client engagement (downloads, login frequency, # of logins, searches) via outreach, training and new product offerings

QUALIFICATIONS

  • Outcome-driven and metrics oriented
  • Self-motivated team player with track record of success partnering with peer colleagues, sales counterparts, and other
    cross-functional stakeholders to deliver results on time and on budget
  • 2-5 years' experience in consulting, sales, account
    management, or customer success in a high-growth SaaS environment
  • Strong presence and presentation skills; is comfortable
    talking to C-level executives and developing relationships at all levels
    of a customer’s organization
  • Demonstrated project management skills
  • Natural leader and passionate coach with fresh
    ideas about Customer Success who inspires their team to perform
  • Bachelor's degree required.

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