Customer Success Strategist
1 week ago
As a key member of our Sellers Hub team, you will be responsible for developing and maintaining strong, long-lasting customer relationships. This includes leading customer kick-off calls, performing platform demos and user trainings, and driving regularly scheduled check-ins and QBRs with customers.
Additionally, you will be responsible for onboarding and implementing customers, including creating a strategic plan of priority initiatives and gathering required SOPs, documentation, and customer requirements.
You will also identify new business opportunities and develop account plans to ensure customer retention and expansion. This will involve collaborating with the sales team in the solutioning and closing of expansion opportunities.
Furthermore, you will continuously monitor and track usage performance and key performance indicators (KPIs) related to customer satisfaction and retention. You will leverage these to understand how customers are using the product and identify ways for them to increase usage and effectively increase their ROI.
As a trusted advisor to customers, you will understand their goals and challenges and be able to tie solutions to implement process improvements and savings opportunities.
You will also advocate for customers internally to relay feedback and insights to the product, sales, and other cross-functional teams to shape our product roadmap.
Finally, you will become an expert in our product internally and externally to be able to continuously work collaboratively to solve product, process, or workflow gaps that negatively affect the customer experience.
", "Qualifications": "RequirementsWe are looking for a highly skilled and experienced professional with a Bachelor's degree in Business, Analytics, Supply Chain, Operations, or any relevant field.
At least 4 years of work experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Client Services in the logistics, transportation, and/or tech industry is required.
You should have excellent written and verbal communication and interpersonal skills, with the ability to influence intended outcomes in a clear and concise way.
You should be commercially driven, client-centric, and have a strong problem-solving and analytical ability, with a bias for proactive action.
You should be able to navigate difficult conversations and negotiate with mutual beneficial outcomes.
You should have effective organizational and time management skills to manage numerous customers of varying sizes, and be able to prioritize action effectively against competing priorities.
You should be familiar with CRM software and data analytics tools, and be able to leverage both to guide action.
You should be proficient in data analysis and presentation, leveraging Google Slides and Sheets to tell an effective story and drive intended behavior.
You should be able to travel ~20% of the time, as needed, to support customer visits.
", "lang_code": "en-US"}-
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