Key Responsibilities:

• Develop a trusted advisor relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized.
• Proactively present advice, assistance and resources to help customers generate value from the products and services they have purchased.
• Develop recommendations using tools, best practices, and pre-defined solutions provided to you and based on your OneSpan functional expertise.
• Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
• Work hand in hand with your Sales team customers to ensure they are leveraging the solution and achieving success and engaging Professional Services resources as necessary.
• Onboard customers and ensure adoption for new use cases.
• Track, monitor and identify success metrics on adoption and utilization, so as to provide guidance to customers.
• Develop a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
• Identify and assess renewal risks for customers’ subscriptions or maintenance and collaborate with internal teams to reduce contraction/churn.
• Build ongoing customer relationships to ensure satisfaction and product loyalty.
• Develop a deep understanding of your customers’ business processes, goals, and strategies in relation to their use of our OneSpan solutions.
• Assist with high priority requests or issue.
• Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
• Provide industry insights, guidance and recommendations to customer strategic outcomes.
• Meet assigned targets for expansion, renewals and strategic objectives in assigned accounts.
• Promote positive working relationships with all internal and external customers.

Minimum Requirements:

• Strong knowledge of English and Spanish (spoken & written).
• 3-5 years Customer Success experience preferably within a SaaS high-tech work environment working with enterprise customers.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong knowledge of business processes (Sales, Marketing, Service, Support) business applications and automation.
• Strong communication skills over email, phone, and video calls. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.
• Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• Become a technical product expert of our OSS solutions.
• Can build a growth plan to demonstrate how Growth Offerings will deliver customer outcomes.
• Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications.
• Collaborate with Account Managers to set outcomes and measurable objectives with the customer.

Preferred Requirements:

• Experience in IT, Information Security, Cyber Security is a plus.
• Experience with Federal, Healthcare, Financial and Professional Services industries a plus.