How we expect the person to operate while fulfilling the above responsibilities:

Proactive Problem Solver: You don’t wait for customers to come to you; you go to them. You can identify issues and solutions for issues both internally and externally with customers. You deeply understand how the product works, what outcomes the customer is trying to achieve in their business, and practices the industry is encouraging, and you push customers to make changes to achieve success. Internally, you can identify issues – within teams and cross-functionally- and present ideas for how to solve those issues.

Passionately Curious and Applied Thinker: You seek to learn and understand how our product, customers, and Senior Living industry work. As you learn and grow, you find ways to spread that knowledge in different ways- across more customers or apply that thinking to different use cases or scenarios.

Excellent and Transparent Communicator: You communicate openly, transparently, and often. You can take complex technical jargon, break it down, and explain it to customers easily. You understand the value Icon drives for businesses, can support QBRs/EBRs, emails, and meetings (any and all communications) in a way that showcases and continuously proves value back to a customer so that the result is: “yes, Icon is valuable, and I need it as part of my tech stack”; you can organize data and information in a way to influence action cross-departmentally (for example, needed product enhancements or process changes to better the customer experience). You take pride in ensuring everyone is on the same page (internally and externally).

Data-Driven with a Sense of Urgency Actor: You use data to understand how customers are doing. You are quick to respond and act with urgency to resolve issues. When customers and internal teams seek help, we don’t rest on our laurels; we act quickly and get things done.

Results-Oriented Team Player: You are driven to perform, seek new and better ways of doing things, and work together with your teammates to solve problems. You care about helping the team achieve collective results—if the team misses the goal, we all miss the goal.

Self-Directed, Self-Starter: You don’t need oversight to know what to work on, when, and why. You are self-motivated to achieve an end goal without hand-holding. You will find ways to solve problems or find a way forward (not excuses), even if the path ahead is murky or not fully defined.

Delightful Worker: You approach your work and team with positivity and optimism. You are sympathetic to our customers’ needs, listen to their needs, and find ways to approach and solve those problems with a personalized, upbeat approach.