Consulting Expert - Customer Success

About Apty
Apty is a digital platform that accelerates software adoption and goes beyond UI walkthroughs and tooltips to focus on business processes, outcomes, and employee productivity. The proactive digital adoption platform works with any web-based application to track usage, provide on-screen help, and improve overall adoption. Apty's data engine analyzes the user data and provides actionable insights so you can improve efficiency at an unprecedented scale. Apty also functions as an innovative and intelligent platform to provide users with real-time guidance while navigating through web applications. Apty also helps increase employee self-sufficiency and reduce the load on tech support. Apty set sail with a mission to rescue companies stranded when justifying tech ROI and help them gain real, measurable business value when implementing leading technology solutions.
What Would You Do?
If you enjoy working with customers to provide a best practice approach to business transformation and you are comfortable working in a technically innovative and fast-paced environment, then this is the position for you. This role will be a key part of our Customer Success team and help create the ultimate customer experience that provides real value. You will be working alongside some of the best sales, marketing, product, and customer success team members in the industry.
You will be the Apty expert that will guide and provide best practices recommendations to help implement customers using our Aptymize prescribed roadmap that ensures customers achieve high-value outcomes that generate real ROIs and support their enterprise technology optimization needs over time.
Your primary customer community will be based in the United States, but from time to time you can also be expected to provide support to customers based in EMEA, ASIA/PAC, and INDIA. This role will be based in Austin (hybrid office schedule).

• Develop and manage a successful Customer implementation plan to achieve business objectives following a standardized methodology and our Aptimize Roadmap.

• For some Enterprise Prospects: Support the sales team during the sales cycle to ensure the customer requirements and business objectives are defined and the expectations are set appropriately.
• Provide clear communication and documentation during the implementation cycle to ensure customer expectations are met and goals are delivered.
• Manage challenging customer situations and design resolutions that ensure the customer can achieve their high-value outcomes.
• Serve as an Apty expert, Business transformation thought leader, mentor, coach, knowledge resource, and escalation point for the team and customers.
• Collect customer ROI stories at the close of each implementation
• Track and measure potential hard and soft ROIs for customers using Apty.
• Develop Customer Success stories and references for every customer launched into production.
• Prioritize and respond to customer inquiries regarding new product functionality or features and helps the customer clearly articulate the need and benefit.
• Maintain timely customer communication, documentation, and recommendations on best practices for optimizing business transformation capabilities using Apty to optimize our customer's technology investments over time.
• Maintain an expert level of knowledge on all Apty products.
• Maintain customer documentation using a best practice methodology.
• Maintain customer engagement status updates using Wrike.
• Provide assistance to customers including project management and pro-active client responsiveness and communications.
• Contribute to training materials and online content.

Requirements:

• Bachelor's Degree or equivalent experience.
• Prior Consulting experience is required in implementing business technologies.
• Excellent business communication skills (read, write and speak). Your ability to speak other languages is a plus.
• Excellence in problem-solving and ability to develop action plans to resolve problems and issues.
• Experience with customer care technologies, such as Zendesk, to manage the support of customer care processes and communications.
• Ability to understand and explain technical information to non-technical individuals.
• Proficient in relevant computer applications: Teams, PowerPoint, Excel, Word, Outlook, OneDrive, SharePoint.
• Experience in project management
• Exceptional attention to detail and solid business writing skills required
• Must be a self-starter with strong organizational skills
• Must be able to work well under the pressure of a heavy, time-sensitive, workload
• Ability to work on multiple tasks and able to prioritize personal workload.
• Experience working with team members across the organization and time zones.
• A high level of accuracy and attention to detail is required.
• Flexible approach, able to operate effectively with uncertainty and change.
• Driven, self-motivated, enthusiastic, and with a "can-do" attitude.
• Team spirit, supportiveness, cooperation.

We offer a competitive salary, Health/Dental/Vision benefits, PTO, Paid Holidays, and a Hybrid office schedule (3-4 days a week). Apty is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against based on gender, race/ethnicity, protected veteran status, disability, or another protected group status.