Contract To Hire: Yes (Conversion Salary 120K - $135K/Year)
As Customer Success Client Specialist, your key areas of responsibility are: Execution - Change the industry paradigm for vendor responsiveness and value
Deliver "Speed to Value" for Clients from pre-sales through implementation and full platform adoption. Ensure on-time, on-budget project delivery and execute strategies, processes and best practices to enhance customer outcomes and maximize customer lifetime value
Foster strong relationships with Key Customers serving as a trusted advisor and advocate to understand their needs, address concerns and identify opportunities for account expansion. Maximize the adoption and effective usage of Solutions.
Drive Best in Class support process to identify and solve client issues with closed loop processes that improve experience and drive higher product and service quality
Plan and deliver Project Success - on-time, within budget, with high satisfaction
Maintain and continually improve artifacts for industry leading experience
Teamwork
Spearhead Client Relationships by leading resources to fully define and deliver Client Success
Foster a culture of client centric focus within the organization
Seamlessly integrate cross-functional teams (sales, marketing, engineering, etc) to align customer success initiatives with business objectives and ensure seamless customer experiences (implementation, Training, Projects, Growth, etc)
Proactively identify and address potential customer risks and escalations, working collaboratively with internal teams to mitigate and resolve issues.
Growth - Drive the foundation of Industry leading Growth.
Fully understand the client landscape/dynamics and propose solutions that drive client benefit and demonstrable ROI:
Drive growth that achieves "Share of Wallet" metrics and revenue goals
Catalog share of wallet and produce proactive proposals that align to corporate goals and performance for clients
Catalog all key stakeholders and continually build and expand relationships.
Spearhead the development of new products and solutions that achieve client goals
Measurement and Reporting
Develop and executes plans to achieve Industry leading Customer Satisfaction Metrics
Implement plan and tracking mechanism with regular reporting
Utilize Customer Satisfaction program to drive deeper relationships and uncover areas of opportunity.
Develop and maintain detailed 30/90/180 day plans in conjunction with clients to achieve success and ensure alignment with client priorities