Sr Customer Success Advisor
Sr Customer Success Advisor
Posted on :
03-11-2024
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Job Description
Sr. Customer Success Advisor
Remote role
PartTime to start and then FullTime
12 contract
Pay rate: Market/Flexible/DOE
Need to have extensive Customer Success advisory experience.
Role and Responsibilities
Customer facing
- Establishing and sustaining excellent relationships with clients to ensure a high degree of customer satisfaction by supervising and developing their customer success teams and leveraging N VRT products services frameworks.
- Engage with customers leaders and stakeholders to help hire onboard their Customer Success Managers (CSM) using artifacts like Job Descriptions Role Capability Maps/Day in Life Career Maps Training guides.
- Engage with customers CSM (Customer Success Managers) to help them create their customer journey maps their churn maps their success plans for their customers and conduct surveys and assemble the results for insights and actions towards improvements with key focus on detractors and dissatisfied customers.
- Lead assessment of customers Customer Success related technology and its components like workbench early warning systems answer central Know Your Business (KTB) capabilities
- Comanage projects with customer CSMs ensuring successful delivery be one of the primary points of contact for inquiries issues escalations crisis resolutions aiming to provide timely options and solutions.
- Conduct checkins with customers to assess their needs identify opportunities to upsell uptell.
Internal (our company) facing
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- Act as the voice of the customer to internal teams and be the trusted advisor for the teams.
- Work closely with internal crossfunctional teams like sales marketing product development technical operations and training to ensure customer needs are met.
- Share success stories connecting customers and our own team to relevant communities programs and contributing to new initiatives programs.
- Stay up to date on industry trends and best practices sharing insights with customers and internal teams.
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Qualifications and Education Requirements
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- Bachelors degree in business computer science or a related field.
- Minimum 3 years of working for a commercial software company or consulting firm as a project manager or program manager that implements marketing and sales methodologies customer success or support functions commercial software for its clients incl. SaaS implementation projects.
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Preferred Skills
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- Strong communication and interpersonal skills with the ability to build and maintain relationships with customers and our internal teams.
- Engage and develop understanding of customers specific customer success processes within specific industry for specific outcomes.
- Excellent problemsolving and analytical skills with the ability to identify and resolve issues quickly and effectively.
- Ability to work independently and as part of a team in a fastpaced dynamic environment.
- Strong organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously across multiple customers.
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Employment Type
Full Time
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