Job and Role Description - Customer Success Client Lead
Summary:
Our Company is a fast-growing and unique SAAS software company that provides CPA firms with innovative solutions that fundamentally change the Practitioner and Client experience. Our platform streamlines operations and enhances productivity. Our company is committed to changing the paradigm of customer service in the industry and delivering value to our clients.
The Customer Success Client Lead is the "face of the firm" for Our Company's Clients. The Our Company goal is to be recognized as THE Industry leader in Client Experience. This engine will help fuel the success and growth of Our Company. You will be an integral part of a "Best-in-Class" team driving client interaction/growth and Value, measurable client satisfaction, and on-time/predictable project success. The Customer Success organization will play an outsize role in the growth and financial health of the business.
The Job:
As Client Lead, 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 Our Company 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 Our Company 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 for Our Company.
Fully understand the client landscape/dynamics and propose Our Company solutions that drive client benefit and demonstrable ROI:
Drive growth that achieves Our Company "Share of Wallet" metrics and revenue goals
Catalog share of wallet and produce proactive proposals that align to corporate goals and performance for Our Company 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 execute 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
Measures:
Client Success
Project Success
Adoption
ROI
Business
100% Renewal rate
Client Satisfaction
Measured - performing at "Best-in-Class" levels
Business Revenue Growth - rapid expansion, assimilation and adoption
Process - Cadence, communications, reporting, etc.
Experience:
Track Record of 3+ years of Customer Success experience (3+ Years SAAS Minimum)
Enterprise SAAS Software Business
Early/Growth Stage Business
Track Record of success growing Client Satisfaction and Adoption
Additional Experience preferred - Software Process
Product Management/Ownership
Client Facing/Owning Role
Management of Software Lifecycle
Project Management Acumen
Track record of successfully bringing enterprise software projects to completion
Our Company Client Team Success Expectations:
Connect with All Key Stakeholders as their executive contact
Understand the Clients business as well as they do
Know key success drivers and critical dates/timings for Our Company Integration
Instill confidence and become their trusted advisor
Articulate their current temperature level at any given point in time to Our Company team and proactively handle potential challenges / mitigate
Establish org map of key stakeholders and continually establish relationships to broaden network and socialize the value of Our Company
Ensure Project success
Key Dates / Key measures of success?
Ensure execution of cross functional team
Understand and drive to a measurable Our Company Adoption metric with the firm. Publish.
Lead the Our Company Team and drive the Client process
Establish Cadence of client interaction that allows for all levels of participation.
From Project based to executive level - weekly, monthly, quarterly
Ensure Our Company is continually placed into a winning position
Proactively Manage these interactions for success.
Ensure Robust Support Process drives Industry Leading Client Experience
Ensure metrics/interaction are known and published and critical SLA/Metrics adhered to.
Utilize support process to spot opportunities for growth/upsell/Client Satisfaction
Establish and point out improvements/processes and artifacts.
Driving Value / Growth
Fully document entire landscape of platforms currently in use
Articulate critical pain points related to current landscape - establish a plan for positioning Our Company
Provide proactive proposals and discussions to point towards incremental adoption and value
Fully demonstrate post fact Our Company's ROI and Value proposition in any given endeavor
Develop a robust pipeline and close opportunities with increased speed to market