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Customer Success Professional

2 months ago

Miami, Florida, United States Forwood Safety Full time
Job Description

Job Summary:

We are seeking a highly skilled Customer Success Professional to join our team at Forwood Safety. As a key member of our global team, you will play a crucial role in ensuring our clients maximize the value of our products and services, contributing to their success and safety.

About the Role:

In this role, you will be responsible for building and maintaining strong client relationships, driving successful project deliveries, and executing strategies to enhance client satisfaction and retention. Your ability to manage multiple projects and clients simultaneously while fostering collaboration between internal and external stakeholders will be key to your success.

Key Responsibilities:

  • Client Relationship Management: Be the primary point of contact for assigned clients, building and maintaining excellent client relations.
  • Project Delivery: Facilitate meetings, manage client solution deliveries, and escalate client requests to relevant internal teams.
  • Collaboration and Communication: Develop strong formal and informal relationships within the business to foster collaboration and successfully execute our vision.
  • Business Development: Work with internal stakeholders to deliver outcomes, scope and deliver business solutions with clients and business partners.
  • Project Management: Track projects and provide regular reports on project status to the project team and key stakeholders.
  • Risk Management: Identify and mitigate potential risks.
  • Contract Management: Prepare Statements of Work (SOWs) and Change Requests.
  • Agile Methodology: Embrace agile methodology and tools to deliver high-impact solutions.
  • Client Feedback Loop: Improve client and partner time to value by executing effective customer feedback loop mechanisms.
  • Client Retention: Drive positive customer experiences and loyalty to achieve higher contract renewal rates.
  • Onboarding: Manage the end-to-end onboarding process for new clients, ensuring rapid understanding and realization of value.
  • Training and Coaching: Deliver training and coaching to Forwood partners and clients on fatality prevention methodologies and Forwood products.
  • Industry Insights: Provide industry-specific safety insights and methodologies to clients.
  • Reporting and Metrics: Provide reporting metrics and deliver updates to business stakeholders.
  • Team Collaboration: Collaborate internally with the Customer Support team and other Client and Field Success team members.
  • Documentation: Organize and file project-related information for easy access and reference.

Requirements:

  • Experience: At least 3+ years in customer success, client services, or a related field within the SaaS industry. Strong background in managing client relationships and driving client satisfaction and retention.
  • Skills: Excellent communication, strategic thinking, project management, and collaboration with cross-functional teams.
  • Technical Proficiency: Using SaaS applications, CRM software, and project management tools like Jira.
  • Education: Relevant certifications in customer success, project management, or change management.

Preferred Qualifications:

  • Education: Bachelor's degree in Business Management, Marketing, or a related field.
  • Certifications: Certificate IV Training and Assessment, Certificate in Risk Management, Certificate IV in Work Health and Safety.

Additional Attributes:

  • Industry Knowledge: In-depth understanding of SaaS industry standards and best practices for customer success.
  • Preferred Experience: Preferred experience in Health and Safety solutions.
  • Methodology Familiarity: Familiarity with incident management, critical risk management, and safety methodologies.
  • Automated Processes: Experience with automated onboarding processes and CRM deployments.
  • Client Focus: Passionate about delivering excellent customer experiences and driving value for clients.
  • Adaptability: Ability to adapt to a fast-paced, dynamic environment and manage multiple projects simultaneously.
  • Creative Thinking: Creative thinking and innovation to improve client retention strategies and business processes.