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Responsibilities:
- Manage relationships with post-sales clients.
- Drive platform adoption and business reviews.
- Maintain client satisfaction and ensure renewals.
- Assess and improve customer health using metrics.
- Establish trusted advisor relationships with clients.
- Strategically position solutions and drive adoption.
- Build relationships from end users to senior executives.
- Foster client enthusiasm for product adoption.
- Lead high-level training sessions for users.
- Communicate consistently with clients during contracts.
- Collaborate with Sales, Operations, Support, Product, Marketing.
- Identify opportunities for customer expansion.
- Work with clients to set and review goals and KPIs.
- Identify upsell/cross-sell opportunities through interactions.
- Analyze data to enhance customer experience.
- Coordinate with internal teams to improve client service.
- Maintain health scores and engage internal teams as needed.
- Monitor platform usage and develop adoption strategies.
- Create best practices for customer success advocacy.
- Develop product training content and webinars.
- Attend customer meetings to strengthen relationships.
Requirements:
- 3-5 years of experience in Customer Success/Account Management.
- Strong communication and client-facing skills.
- Excellent problem-solving and resourcefulness.
- Attention to detail and effective prioritization.
- Accountability for own work and customer success.
- Creative, strategic thinker.
- Ability to build rapport and challenge clients as needed.
- Quick learner of new technologies.
- Proven experience in a fast-paced, agile environment.
- Post-secondary education in relevant fields.
- Willingness to travel to client sites as needed.
Benefits:
- Competitive health benefits and dental plans.
- Fitness allowance and health care spending account.
- Retirement savings plan and work-from-home support.
- Subsidized internet for employees.
- Opportunities for job enrichment and career development.
- Annual training allowance for skill updates.
- Access to internal recruitment and departmental programs.
- Social and volunteering activities in office and virtually.
