Client Success Strategist

2 weeks ago

Seattle, Washington, United States Shiftboard Full time
Job Overview

We are seeking a proactive and results-oriented Client Success Strategist to enhance our exceptional customer success team. In this role, you will oversee a diverse portfolio of clients, concentrating on customer retention, satisfaction, and engagement. Your mission is to ensure clients derive maximum value from Shiftboard's workforce management solutions through proactive support, expert guidance, and effective utilization of internal resources.


Key Responsibilities

  • Manage a substantial portfolio of clients, ensuring high levels of satisfaction and retention by promoting product value, nurturing brand advocates, and proactively addressing customer needs.
  • Collaborate with Account Managers, Implementation, Product Management, and Customer Support teams to enhance the value of Shiftboard solutions, drive user adoption, and mitigate any concerns that may affect annual renewals.
  • Set clear retention objectives along with associated process milestones for both yourself and your clients.
  • Leverage data-driven insights to engage with clients proactively, promoting product value and identifying upsell and cross-sell opportunities for Account Managers to generate additional revenue.
  • Monitor system usage and alert relevant Shiftboard teams to address concerns that may indicate renewal issues or risks of churn.
  • Analyze and understand a variety of business requirements, taking into account customer priorities.
  • Implement templates, processes, and engagement strategies to efficiently manage a high volume of accounts.
  • Advise clients on solution features, configuration, integration options, and system processes.
  • Identify, prioritize, and resolve client issues; coordinate with internal departments to provide responses and solutions that enhance the overall customer experience.
  • Foster strong cross-functional relationships with colleagues in Sales, Product Management, Customer Success, and Customer Experience.
  • Provide internal feedback and suggestions to improve the overall product, implementation, and training experience for clients.
  • Understand and advocate for the features and benefits of Shiftboard's solutions.
  • Support the company's vision and values.
  • Participate in various company initiatives and projects as needed.

Qualifications

  • Bachelor's degree in business, communications, or technology.
  • 4+ years of experience in customer service or client success roles that emphasize promoting solution value through user experience.
  • Ability to effectively manage a large volume of clients.
  • Strong communication skills to build positive business relationships and understand customer goals.
  • Process improvement mindset to identify inefficiencies and implement scalable solutions that enhance operational efficiency and customer satisfaction.
  • Technical aptitude for explaining and promoting software solutions, with troubleshooting capabilities as needed.
  • Excellent communication and presentation skills, including experience in user and process documentation.
  • Personable and enjoy working in a customer-facing role.
  • Organized, detail-oriented, and capable of supporting multiple client stakeholders simultaneously.
  • Ability to navigate ambiguity and structure unstructured situations.
  • Accountability and self-driven to meet performance objectives.
  • Proven ability to work collaboratively within a team and independently with minimal supervision.
  • Strong problem-resolution skills and ability to engage with internal teams to resolve client issues.
  • Experience in Workforce Management or Human Capital Management domains preferred.
  • Familiarity with Salesforce or other CRM platforms.
  • Willingness to travel as required.
  • Comfortable working in a remote environment using video-conferencing tools.

Benefits

  • Competitive compensation package.
  • Employee stock option program.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Parental leave and support.
  • Flexible hours and unlimited time off.
  • Generous paid holidays.
  • Flexible/hybrid work environment.
  • Annual budget for home office expenses.
  • Employee wellness initiatives.
  • Charitable donation matching.
  • Opportunities for career advancement.

Shiftboard is dedicated to providing workforce scheduling solutions for mission-critical operations across various industries. We are committed to fostering an inclusive environment where every employee feels valued and welcomed. We are an Equal Opportunity Employer, ensuring a work environment that promotes equality and respect for all.

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