Customer Success Strategist

Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success and fully understand how to leverage our solutions to meet their business objectives.
• Customer Spend: Provide playbooks and strategies to drive customer spend on the platform. Measure and report on portfolio spend metrics, identify gaps and opportunities to further increase spend.
• Partnership with AM/KAM: Use customer insights to recommend additional products or services that would benefit the customer, helping to grow the account and increase customer value in partnership with Account Management/Key Account Management.
• Customer Relationship Management: Develop and maintain strong relationships with key stakeholders within customer organisations, acting as their trusted advisor and main point of contact.
• Account Health Monitoring: Regularly check in with customers to monitor their satisfaction and product usage, proactively addressing any concerns or issues that could impact their success or retention.
• Customer Training and Education: Conduct training sessions and provide resources to ensure customers are fully educated on the capabilities of our products and can utilise them effectively.
• Feedback Collection and Advocacy: Gather customer feedback and advocate internally for product improvements or feature requests that could enhance the customer experience. Identify key customers who can take part in Case Studies and Testimonials.
• Collaborative Problem Solving: Work closely with the support team to resolve any escalated technical issues quickly, ensuring a positive experience for the customer.
• CRM and Reporting: Keep detailed records of all customer interactions, account status, and progress in our CRM system, providing regular updates on customer health and retention metrics to management

Requirements

• A successful Customer Strategist Manager is a versatile professional with a deep product knowledge, excels in building strong customer relationships, demonstrates clear communication, possesses market and customer knowledge, manages time effectively and drives customer adoption while recognising potential risks.


• Process & Project Management: Ability to design, implement, and optimise onboarding processes that ensure a consistent and efficient customer experience from the first interaction.
• Technical Expertise: Strong understanding of our product's technical aspects, enabling you to guide customers through setup, configuration, and initial usage without requiring extensive support.
• Customer-Centric Mindset: A deep passion for helping customers succeed, with the ability to understand their needs and align our solutions to meet their goals.
• Strong Communication Skills: Excellent verbal and written communication abilities, capable of conveying complex ideas clearly and effectively.
• Relationship Builder: Ability to build strong, trusting relationships with customers and internal teams, fostering a collaborative environment.
• Problem-Solving Ability: Proactive in identifying potential issues before they arise and adept at finding creative solutions to ensure customer satisfaction.
• Organisational Skills: Highly organised, with the ability to manage multiple accounts and tasks simultaneously while maintaining attention to detail.
• Analytical Mindset: Comfortable with data analysis, using customer data to inform decisions and strategies for improving customer outcomes