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Client Success Strategist

2 months ago

Philadelphia, Pennsylvania, United States Panna Knows Full time
Position Overview

About Panna Knows:

Panna Knows is a mission-driven organization dedicated to transforming employee insights into actionable business intelligence and reputable employer recognition through our innovative programs. With over a decade of cultural research and insights from millions of employees across numerous organizations, we provide unparalleled competitive benchmarks. Our unique blend of patented analytical tools and expert guidance empowers our clients to cultivate an engaged workforce and gain acknowledgment for their commitment to a people-centric culture.

Role Summary:

We are seeking a Client Success Strategist whose primary goal is to enhance client loyalty and success through effective product utilization with our key accounts. You will design and execute a comprehensive engagement strategy with strategic clients to ensure our offerings consistently meet their expectations, delivering substantial value and equipping them with the necessary tools and resources. Acting as the customer advocate, you will leverage their feedback to drive product and process enhancements within the organization. Additionally, you will possess a deep understanding of the technical aspects of our solutions, providing insights and troubleshooting support.

Key Responsibilities:

  • Serve as a strategic visionary, anticipating client needs, identifying business requirements, and demonstrating how our solutions can facilitate their success.
  • Foster growth by nurturing and expanding relationships within a portfolio of key accounts.
  • Establish clear objectives, milestones, and metrics for collaboration with clients, regularly reviewing progress and adjusting as necessary.
  • Align with client business objectives, utilizing our platform to assist them in achieving their goals, in partnership with Strategic Account Managers.
  • Champion customer interests by gathering and synthesizing product feedback to inform product development initiatives.
  • Collaborate with various departments, including Onboarding, Support, Client Services, Development, and Finance, to ensure ongoing client satisfaction and retention.
  • Contribute to revenue growth through identifying opportunities for account expansion and renewals.
  • Utilize available technology to implement a year-round engagement strategy with clients.
  • Conduct regular check-ins via phone and email, sharing relevant marketing materials and updates.

Qualifications:

  • A seasoned customer success professional with a minimum of 3 years of experience, passionate about helping clients achieve their objectives.
  • Adept in our platform, capable of guiding clients and linking organizational challenges to our services, with a focus on implementation and support for strategic accounts.
  • Collaborate effectively with Strategic Account Managers to cultivate and maintain client relationships through in-depth platform knowledge.
  • Demonstrate autonomy in managing your client portfolio, making key decisions to drive positive outcomes, including when to involve senior leadership in escalations.
  • Exemplary written and verbal communication skills, with a strong ability to follow up and ensure clients feel heard and understood.
  • A high level of intellectual curiosity, seeking opportunities for growth and learning in your role.
  • Strong project management skills, capable of effectively onboarding and communicating with C-suite executives.
  • Outstanding communication abilities, encompassing written, verbal, and presentation skills.

Benefits of Joining Panna Knows:

  • Gain practical experience in data analysis and storytelling.
  • Engage in meaningful projects that influence organizational strategy and employee well-being.
  • Work in a collaborative and inclusive environment.
  • Be part of a Certified B-Corporation committed to using business as a force for good.

What We Offer:

  • Three weeks of paid time off.
  • Flexible work arrangements, including remote work options.
  • Company contribution towards individual health care premiums.
  • Participation in a company-sponsored 401(k) plan.
  • Opportunities for training and professional development.
  • Tuition reimbursement program.
  • Be part of a purpose-driven organization dedicated to making a positive impact.