Akoya · 1 day ago

Customer Success Manager

Remote in Boston, New York, Raleigh Areas

Full-time

Remote

Entry, Mid Level

$110K/yr - $150K/yr

2+ years exp

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Responsibilities

Overseeing and managing a healthy portfolio of customers through all steps of joining and being an active participant in the Akoya Data Access Network

Be accountable for driving adoption and increase of revenue through driving adopting and expanding use cases.

Analyzing user feedback, user behavior (quantitative and qualitative), competitors, and market trends

Providing sought after opinions and input internally and externally about the product line based on customers’ product and data needs

Delivering success through partner growth as measured by customer onboarding, migrating end users and continued usage of the network as demonstrated through increased activity

Being the trusted, go to resource for your customers for support, technical and business issues and be able to tap the right colleagues to get a problem solved in a timely and efficient manner

Qualification

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Customer onboardingAPI integrationsProcess improvementEnterprise softwareNetwork protocolsJSONXMLCustomer relationship management

Required

2+ years driving customer onboarding of SaaS and/or API integrations

Experience supporting a portfolio of partners leveraging API based platforms as the means to deliver data, critical for an engaging and secure end user experience

The drive to do what it takes to make your product and team a success, whether that means hunting down the root cause of a partner’s frustration or advocating on their behalf for a solution

Beyond just onboarding new partners, you obsess about continuous process improvement for more efficient workflows and optimized support channels

Energetic with good social and communication skills to be a key member of a small team

The ability to work alone or as part of a team, maintaining a low ego with a sense of urgency

Proven ability to prioritize and execute tasks that lead to a successful customer experience

Familiarity with enterprise software and/or hands on software development and delivery experience with an interest in connectivity solutions (integration, API management, and related SDLC is a plus)

Basic understanding of network protocols (e.g., oAuth and Open ID Connect) and common data exchange formats (e.g. JSON, XML)