Description
Qualifications
About the Must Haves
- Current and active Secret clearance
- Bachelor's degree in a related field or equivalent experience
- Minimum 12 years of experience in customer success, account management, or product management in a tech environment
- Strong ability to build relationships and deliver exceptional service
- Excellent communication skills with the ability to simplify complex concepts
- Passion for customer advocacy and helping customers succeed
- Experience in fast-paced tech companies focused on customer experience
- Familiarity with platform-based products and services
- Proven ability to manage cross-functional projects and work effectively with diverse teams
At SPA, we strive to deliver a robust total compensation package that will attract and retain the top talent. Elements of the compensation package include competitive base pay and variable compensation opportunities.
SPA provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, etc.
Please note that the salary information shown below is a general guideline only. Salaries are commensurate with experience and qualifications, as well as market and business considerations. Salary pay range: 185k - 240k
Responsibilities
As a Principal Platform Customer Success Specialist at SPA, you will be the primary point of contact for our customers and developers, ensuring they receive a white glove experience with our platform. You will guide users through onboarding, training, and ongoing support, all while gathering feedback to help improve the platform. Acting as an empathetic advocate, you will build strong relationships and clearly communicate our platform's benefits and updates. You will also maintain a solid understanding of our platform's operations and strategic priorities – translating complex topics into simple language and preparing regular reports for key decision makers.
Key Responsibilities:
- Customer Enablement & Support
- Serve as the main contact for customers, delivering friendly and responsive support.
- Lead onboarding and training sessions, explaining the platform's features and benefits.
- Create clear guides, FAQs, and documentation that help customers resolve issues and maximize the platform's value.
- Customer Engagement & Advocacy
- Build and nurture strong relationships by understanding customer needs and challenges.
- Collect customer feedback, suggestions, and feature requests, and share these insights with internal teams.
- Proactively identify ways to enhance the customer experience and drive product improvements.
- Platform Expertise & Reporting
- Develop and maintain a deep understanding of the platform's operations, priorities, and roadmap.
- Stay informed about upcoming initiatives, backlogs, and dependencies to support decision-making and communication.
- Collaborate with the requirements management team to ensure that system specifications and capabilities are delivered.
- Translate complex technical updates into clear, simple language for all audiences.
- Prepare and present monthly and quarterly reports that cover accomplishments, roadmap status, risks, dependencies, upgrades, maintenance plans, and performance metrics.
- Continuous Improvement
- Regularly review customer interactions and feedback to refine support and engagement processes.
- Keep up with industry trends and best practices in customer success and product management.
- Work with cross-functional teams to ensure customer insights help shape the future of our platform.
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