Customer Value Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the entire customer lifecycle, from initial scoping and implementation to ongoing value realization, adoption, and exploring new use cases.

• Ensure delivery aligns with Hawk's best practices and methodologies by developing plans, monitoring progress, and providing clear reports.

• Comprehend and enhance customer value using their own metrics, business goals, and regulatory frameworks.

• Create and implement joint success plans that are in line with client objectives.

• Be accountable for commercial results, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and revenue recognition outcomes where applicable.

• Track usage and performance, translating insights into optimization efforts such as minimizing false positives, reallocating analyst hours, and expediting investigations.

• Utilize AI and agentic AI tools for preparing Quarterly Business Reviews (QBRs), gaining account insights, and reporting.

• Engage in pre-sales discussions as a subject matter expert on delivery and value creation.

• Establish and nurture executive relationships through governance calls and QBRs.

• Transform demonstrated customer value into retained and increased revenue.

⛳️ Requirements

• A minimum of 5 years in customer-facing positions, including customer success, engagement management, or delivery/project management in the B2B enterprise software sector.

• Proven experience managing accounts with an Annual Recurring Revenue (ARR) of $500K or more, including cross-selling or expansion initiatives.

• Capability to oversee delivery plans from start to finish, encompassing scoping, tracking, and reporting.

• Solid understanding of SaaS and enterprise software delivery models.

• Background in AML, fraud prevention, or regulated financial services is a plus.

• Practical experience with AI and agentic AI tools and methodologies.

• Comfort in engaging with C-suite executives and conducting governance calls at the executive level.

• A customer value and outcomes-oriented mindset.

• Experience in, or a desire for, a start-up or scale-up environment.

• Proficiency in German communication skills.

• Proficiency in English communication skills.

• Knowledge of an additional language relevant to Hawk's EMEA customer base is advantageous.

🏝️ Benefits

• Opportunities for professional growth.

• Chance to make a meaningful impact in the world.

• Flexible remote work arrangements.