Lead Success Services

Essential Functions Dedicated Success Engineer Responsibilities • Serve as the assigned DSE for a designated strategic customer account. • Develop and maintain trusted advisor relationships with customer stakeholders. • Conduct regular customer meetings, service reviews, and planning sessions. • Drive customer adoption, optimization, and platform value realization. • Provide proactive recommendations to improve customer outcomes. • Coordinate support, product, services, and customer success activities. • Assist with escalations and complex customer issues. • Maintain customer success plans, account roadmaps, action plans, and documented commitments. Coaching & Mentorship Responsibilities • Provide day-to-day coaching for assigned DSE team members. • Support onboarding and enablement of newly hired DSEs. • Share best practices, customer success strategies, and technical knowledge. • Conduct regular mentoring sessions and development discussions. • Help team members navigate customer challenges, escalations, and complex delivery scenarios. • Assist in developing future senior DSEs and team leads. • Lead 1 to 1 sessions with your team each week. Operational Leadership Responsibilities • Drive consistency in DSE processes, standards, and customer engagement practices. • Review customer plans, service reviews, and deliverables for quality and completeness. • Help monitor team workload, capacity, utilization, and customer assignment strategy. • Identify operational risks and proactively escalate concerns. • Participate in workforce planning, resource allocation, and account transition discussions. • Contribute to DSE playbooks, onboarding materials, program documentation, and operational guidelines. Escalation & Cross-Functional Support • Act as a senior escalation resource for the DSE team. • Assist with high-priority customer situations and complex support scenarios. • Partner with Support, Product, Professional Services, Customer Success, and Engineering to remove blockers. • Represent the DSE team in operational reviews and cross-functional planning discussions. • Provide practical feedback to leadership on program risks, customer needs, and team readiness. Leadership Expectations • Lead by example through strong customer engagement, ownership, and service delivery. • Reinforce Riskonnect values and a customer-first Premium Services culture. • Promote accountability, collaboration, knowledge sharing, and continuous improvement. • Support employee engagement, retention, and career pathing initiatives. • Serve as a trusted resource for managers, peers, and developing DSE team members.

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