About this role
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination. - Understand Icertis platform as well as its implementation at specific customers very well including configurations, customization and integrations. - Understand assigned customers’ business and operational environment with ongoing understanding of its health. Increase awareness within Icertis, drive operational improvements based on customer insights. - Work closely with customers to answer questions about the features and capabilities of our product. - Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills and product knowledge. - Act as a guide to the rest of the team and share customer specific knowledge to drive faster resolution of issues - Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes. - Proactively monitor activities for assigned customers and highlight steps needed to increase adoption, service consumption and drive customer satisfaction. - Expert in planning, monitoring and communication with customer on the delivery of the scope. - Act as the liaison between Customer and Icertis internal organizations to ensure client escalations are resolved in due time. Manage cross-functional interactions with internal teams e.g. product development, engineering, and QA. - Develop and deliver weekly, monthly and quarterly operational reviews focused on trouble ticket status and consumption/adoption data with key customer contacts on a regular basis. - Some travel (~10%) is expected to visit assigned customers.