Customer Success Architect

Esko, a Veralto company

3d•$80,000 - $115,000•Remote

About The Position

Imagine yourself… Doing meaningful work that makes an everyday impact on the world around you. Growing your expertise and expanding your skillset with every project. Thriving in a supportive team environment that inspires you to strive for excellence. Headquartered in Broomfield, Colorado, TraceGains, a Veralto company, connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data. At TraceGains, we believe “we’re in this together,” and our goal is to provide the most innovative solutions in the industry. We are in the game to change the industry, and with the help of our ever-growing TraceGains Network, we have created the CPG industry’s first networked ingredients marketplace. We also know that innovation and ingenuity start with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions. Reporting to the Senior Director of Professional Services Delivery, the Customer Success Architect is responsible ensuring TraceGains customers are successfully onboarded and implemented. This role entails consulting with the customer to determine how the TraceGains solutions can meet their needs, leveraging product knowledge and an in-depth understanding of each customer’s business environment (organization, people, goals, and assets). Internally, the Customer Success Architect works with TraceGains R&D, Sales, Support, Marketing and Customer Success (CS) on behalf of the customer. This role will be remote located in the eastern time zone of states - Florida, Georgia, Indiana, Maryland, Michigan, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, and South Carolina.

Requirements

Demonstrated ability to communicate fluently in Spanish and English, both orally and in writing, in professional settings.
B.S. or B.A degree
3 to 5 years’ experience in a client facing role
Previous experience consulting, and/or customer service/support skills
Translate and interpret complex information accurately between Spanish and English for internal and external stakeholders.
Ability to be a positive team player, willing to grow and change
10% travel required to customer sites, industry events, department meetings, all company events, in-person seminars/networking events, etc. This may include overnight stays.

Nice To Haves

Prior experience as a Customer Success Manager/Customer Success Architect and/or onboarding/implementing customers in a SaaS company is a huge plus
Experience in the Food and Beverage industry and/or Supply Chain experience is a plus

Responsibilities

Onboard customers and drive the initial implementation, standards and integrations while effectively managing customer expectations
Create and implement TraceGains products, standards, best practices, and services. Ensuring they meet the requirements of scalability, performance, and maintainability
Drive adoption of the TraceGains products within the customer base
Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including R&D, Sales, Marketing and Product
Develop methods of implementation strategy that allow for continuous improvement in customer satisfaction and retention rates
Build strong customer relationships from the user level to the executive sponsor
Other duties as assigned