Key Responsibilities

• Proactively manage the success of a portfolio of assigned customers to deliver value across the entire lifecycle so that renewing and expanding is a no-brainer
• Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide desired value in a timely fashion.
• Coordinate and train users so they feel comfortable with the platform and are able to derive maximum value
• Advise customers on best practices for SaaS Management and the best way to achieve desired outcomes using the platform
• Resolve customer issues, alone and through collaboration with other teams
• Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
• Drive customer advocacy in the form of references, referrals, and case studies
• Effectively and proactively communicate feature/roadmap news to customers, as well as to provide valuable inbound user feedback to the Torii Product team.
• Show the ability to function independently in a startup environment. Exhibit self-motivation and collaborate effectively across functions to achieve tasks with other teams.

Who You Are

• Minimum of 3 years experience in a customer facing role (Customer Success Manager, Account Management, Account Executive, etc.).
• Strong communication and interpersonal skills, both written and verbal; demonstrating diplomacy, tact, and poise when working through customer issues and escalations.
• Experience supporting other SaaS applications within integration-heavy apps, Okta/Google Workspace/Azure, SSO, Hosting, API integrations, and/or IT Ecosystems.
• General understanding of the SaaS environment – Prior experience working with SaaS Solutions such as Okta, SalesForce, Xero, Box, etc.
• Experience with IDP’s (Okta, Azure AD, Google Workspace, JumpCloud, Onelogin, etc), OAuth, HRIS, Expense Management platforms, IT, Procurement, or SaaS space, working with cross-functional teams on software deployments and/or ongoing management activities around cloud-based software is preferred.
• Ability to analyze existing processes and make data-driven recommendations around system improvements and more efficient processes.
• Previous experience in a startup environment preferred, exhibiting the ability to confidently operate independently in a dynamic, fast-paced setting with frequent changes.
• Energetic and self-motivated; a team player who is also a proactive and a creative problem solver.
• Quick tech learner, with experience training, teaching and guiding customers through highly technical processes.
• Detail-oriented, disciplined, and focused on consistency in all aspects of your daily work.