Client Success Strategist

2 weeks ago


Atlanta, Georgia, United States Harris Computer Full time

About the Role:
As a vital member of the Support team at Harris Computer, the Customer Success Manager will play a crucial role in ensuring our clients achieve optimal outcomes with our software solutions. We are seeking an enthusiastic individual who excels in customer service and possesses strong analytical capabilities, thriving in a fast-paced environment.

Key Responsibilities:
- Oversee all facets of customer relationships concerning software implementations and service delivery, ensuring high levels of satisfaction.
- Prioritize and manage customer inquiries through JIRA, ensuring timely resolutions and effective communication.
- Foster and strengthen customer relationships at the support level, instilling confidence in our solutions.
- Maintain a deep understanding of our software offerings to align with and enhance customer business objectives.
- Coordinate with various departments to ensure timely and accurate fulfillment of customer requests.
- Assist clients in submitting enhancement requests and modifications to our software.
- Develop and deliver training materials on software features and present at user conferences.
- Facilitate customer training sessions as needed.
- Monitor customer progress and support internal teams for follow-up actions.
- Undertake additional responsibilities as assigned by leadership.

Your Impact:
- Client Relationship Management: Build and maintain strong relationships with key stakeholders across the organization.
- Product Expertise: Become a subject matter expert on our software solutions, effectively communicating features and benefits to clients.
- Client Training and Support: Recommend customized training sessions and provide ongoing support to address client inquiries and challenges.
- Client Success Planning: Collaborate with clients to develop strategic success plans that align with their goals and identify opportunities for increased product utilization.
- Client Feedback and Advocacy: Act as the voice of the client within the organization, gathering feedback and advocating for continuous improvement.
- Performance Tracking and Reporting: Regularly assess and report on key performance metrics related to client engagement and satisfaction.

Qualifications:
- Minimum of 5 years of experience in customer service, with a preference for experience in software operations related to utility billing and transactions.
- Exceptional communication and presentation skills, capable of conveying complex concepts to diverse audiences.
- Strong analytical and problem-solving abilities, utilizing data to inform decision-making.
- Proven relationship-building skills, able to engage effectively with various teams and stakeholders.
- Adaptability to thrive in a dynamic work environment.
- A bachelor's degree in a relevant field is preferred, or equivalent experience.

What We Offer:
- Competitive salary range of $75K - $95K.
- Generous vacation and personal days.
- Comprehensive medical, dental, and vision benefits from day one.
- Employee stock ownership and retirement matching programs.
- Lifestyle rewards and remote work options.

About Harris Computer:
Harris Computer is a leading provider of mission-critical software solutions for the public sector across North America. Our commitment to quality and innovation drives our success, supported by a dedicated team of professionals.



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