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Requirements found

Sales (nice) Marketing Onboarding Tableau Salesforce Writing Project Management (nice) Training

What this posting asks for

Level: Lead / staff — The title says "Lead".

Main responsibilities

• Shape the high-touch customer experience
• Design and pilot the moments that matter for high-touch customers: onboarding to value, executive engagement, business reviews, renewal and expansion plays.
• Define what high-touch should mean: which customers qualify, what they get, and what outcome each touchpoint should create.
• Turn customer feedback and data into specific changes to programs, playbooks, and engagement models.
• Work with Product, Support, Marketing, and Sales to close gaps that customers feel across teams.
• Run the high-touch business
• Own the operating model for the high-touch segment: coverage, capacity, cost to serve, and how the model changes as the customer base grows.
• Set the metrics that tell us whether it's working, such as adoption, retention, expansion, and customer sentiment, and build the cadence to review them.
• Lead the planning cycles for the segment, and make the case for where to invest and where to automate or pool.
• Build the playbooks, workflows, and tooling the team uses, and keep them current.

Competencies an interviewer will look for

• Leadership and mentoring Core
  In the posting: “You'll work directly with CS leadership, CSMs, Sales, Support, Product, and Marketing, and you'll have room to shape how we serve our biggest customers.” · “Translate leadership priorities into plans with clear owners, timelines, and success measures.” · “Prepare clear, decision-ready materials for leadership, with a recommendation attached.”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Customer focus Core
  In the posting: “Our high-touch customers are where the relationship, the stakes, and the revenue are biggest.” · “You'll design customer experiences and programs for our highest-value accounts, and you'll build the operating rhythm, metrics, and processes that keep the h…” · “You'll work directly with CS leadership, CSMs, Sales, Support, Product, and Marketing, and you'll have room to shape how we serve our biggest customers.”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “Lead the planning cycles for the segment, and make the case for where to invest and where to automate or pool.” · “Translate leadership priorities into plans with clear owners, timelines, and success measures.” · “In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for…”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “You'll design customer experiences and programs for our highest-value accounts, and you'll build the operating rhythm, metrics, and processes that keep the h…” · “Turn customer feedback and data into specific changes to programs, playbooks, and engagement models.” · “Set the metrics that tell us whether it's working, such as adoption, retention, expansion, and customer sentiment, and build the cadence to review them.”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Stakeholder management Core
  In the posting: “Design and pilot the moments that matter for high-touch customers: onboarding to value, executive engagement, business reviews, renewal and expansion plays.” · “You influence without authority, and people across Sales, Support, Product, and CS want you in the room.” · “You write and present clearly, and you can lead with the answer for executives.”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Teamwork and collaboration Core
  In the posting: “Bring structure to cross-functional problems, flag risks early, and drive adoption of new ways of working.” · “To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our cust…”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Problem solving Supporting
  In the posting: “You can say what problem you're solving, how you'll know it worked, and what you'd stop doing to make room.”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Ownership and accountability Supporting
  In the posting: “Own the operating model for the high-touch segment: coverage, capacity, cost to serve, and how the model changes as the customer base grows.”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Adaptability and learning Supporting
  In the posting: “Manage a portfolio of strategic and operational projects from ambiguous idea to launched, measured program.”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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