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Client Success Strategist

2 months ago

Fresno California, United States Forsta Full time

Job Overview
The Client Success Strategist is appointed by the Commercial management team to engage with clients following the successful closure of a deal.

This marks the commencement of the CSM's responsibilities.

They collaborate with clients to ensure a comprehensive understanding of the product or service.

Additionally, this role serves as a vital link between the Technical Support and Sales departments.

Key Responsibilities

  1. Fostering Strong Customer Relationships
    The CSM develops engagement strategies to cultivate professional relationships through effective product and operational services, training, and customer support.
  2. Enhancing Customer Training
    Customer Success Training involves personalized visits and scheduled virtual sessions to provide tailored training on how Forsta's products can be utilized to fulfill client needs.
  3. Assessing and Analyzing Customer Requirements
    The CSM actively promotes business success by routinely evaluating how Forsta's offerings meet customer expectations and identifying areas for enhancement.
  4. Building Trust and Transparency
    Establishing customer trust is essential. Transparency encourages clients to engage in internal discussions, providing insights for recommending valuable solutions.
  5. Onboarding New Clients
    Effective onboarding is crucial for a CSM's success, as it involves educating clients on product usage, focusing on necessary features and projects to expedite their progress toward goals.
  6. Acting as a Customer Advocate
    The CSM represents the customer's voice, ensuring their feedback is acknowledged and acted upon through regular communication with the Product Team.
  7. Encouraging Product Upgrades
    With a deep understanding of customer needs, CSMs can identify opportunities for Forsta to offer additional services and bring these to clients' attention.
  8. Facilitating Internal Communication
    It is the CSM's responsibility to maintain effective communication with the Sales Team, providing insights into customer intentions and potential cross-selling or upselling opportunities.
  9. Promoting Customer Loyalty
    The CSM is tasked with fostering customer loyalty and retention, making renewals a critical aspect of their role. They should monitor product expiration dates and proactively follow up with clients to ensure contract renewals.