Offer summary

Qualifications:

8+ years of experience in customer success, account management, or strategic consulting., Strong analytical skills to monitor performance indicators and trends., Excellent communication and presentation skills., Proven ability to engage with both business executives and technology decision makers..

Key responsibilities:

Drive engagement and relationships across assigned accounts to enhance customer success.

Develop and implement Customer Success Architecture to assess and achieve customer goals.

Gather and communicate customer feedback to internal teams for product and service improvement.

Maintain high levels of customer satisfaction and retention through proactive engagement.

Job description

Key Responsibilities:

Drive the engagement and relationship across a portfolio of assigned accounts, helping to drive adoption and awareness of our key Client Technology assets.
Develop, derive and drive the entire Customer Success Architecture that would be used to assess and achieve customer success.
Develop expertise across Industries we deal with to better serve your portfolio, analyzing trends and identifying existing solutions that could help solve your customers’ needs.
Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams across Engineering, Support, and Product teams; your purpose is to be their voice and activate their feedback.
React to immediate needs as well as proactively identify opportunities where existing products and solutions are relevant for the account’s use cases and ensure the customer realizes their desired outcomes.
Provide insight with respect to the availability and applicability of new Client Technology products and features.
Collaborate across internal teams towards a common goal of improving the customer experience, while influencing our overall growth strategy.
Maintain high levels of customer engagement and satisfaction with a focus on customer centricity, advocacy and ultimately retention.

Skills And Attributes For Success:

8+ years relevant work experience in customer success, account management or strategic consulting.
Proven track record of supporting customers to deliver high customer satisfaction, advocacy, and loyalty.
Analytical mindset to monitor key performance indicators and trends to prioritize and identify key potential customers.
Prior experience conducting workshops for customers and discussing pros and cons of implementing various technologies and their business value.
Easily able to flex style, shift conversation and delivery between business executives and technology decision makers, command a room and inspire others.
Good technical and problem-solving skills, coupled with the ability to provide quick resolutions to problems.
Knowledge of market trends, competitive insights, and customer success industry practices.
Excellent communication, facilitation, and presentation skills.
Proven track record servicing strategic accounts

Required profile