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Lead Client Success Strategist

2 months ago

Little Ferry, New Jersey, United States Rocket Software Full time
Company Overview:

At Rocket Software, we are passionate about empowering our clients to achieve their goals through innovative solutions and exceptional service.


Position Summary:

The Lead Client Success Strategist is a seasoned professional within the Client Success team, embodying the core values of Rocket Software in every interaction.

This role involves taking full responsibility for client engagements, ensuring effective resolutions, and fostering long-term success for our clientele.

The Lead Strategist will cultivate internal collaborative relationships to support the needs of our clients.

They will serve as a liaison between our clients and internal teams, promoting transparency and continuous enhancement for our customers.

Additionally, they will mentor team members and assist with inquiries related to Rocket processes.


Key Responsibilities:
  • Collaborate closely with your account team on designated accounts.
  • Develop a deep understanding of your clients.
  • This includes, but is not limited to:
    • Grasping your client's business landscape and objectives.
    • Documenting their utilization of the Mobius product.
    • Identifying what success signifies for your clients.
    • Establishing robust relationships within your client accounts.
    • Working alongside your Account Executive to conduct business reviews with your clients.
    • Partnering with our Product Specialist team to facilitate user training sessions as required.
    • Cooperating with Renewals to mitigate risks and enhance processes.
    • Collaborating with Retention Marketing on initiatives and events to boost engagement with your clients.
    • Identifying successful clients and transforming them into advocates and case studies.
    • Managing the customer lifecycle journey, including onboarding, feedback loops, advocacy, risk management, and value campaigns.
    • Utilizing Gainsight to monitor engagement, opportunities, and derive insights.

Qualifications:
  • 5+ years of experience in Client Success Management, demonstrating success in building strategic client relationships and working with large-scale accounts.
  • Strong empathy for clients and a genuine belief that their success contributes to Rocket's success.
  • In-depth understanding of value drivers in recurring revenue business models.
  • Creative, resourceful, detail-oriented, and highly organized.
  • An analytical and metrics-driven approach to work.
  • Self-motivated individual who excels in ambiguous, fast-paced environments.
  • Highly collaborative team player capable of fostering successful relationships with diverse stakeholders.
  • Ability to navigate challenging conversations both internally and externally.
  • Complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust, and Love towards both our clients and fellow team members.
  • Experience with Gainsight and Salesforce is preferred.
  • Familiarity with Mobius is advantageous.

Information Security:

At Rocket Software, we believe that information security is a collective responsibility. Every individual within the organization plays a vital role in safeguarding company information and IT resources according to their responsibilities.


Diversity, Inclusion & Equity:

Rocket Software is dedicated to fostering an inclusive workplace where every team member can thrive by bringing their authentic selves to work. Being part of Rocket means contributing to our ongoing efforts to promote inclusivity, diversity, and equity within our workforce.


What We Offer:
  • Comprehensive paid time off programs, including holidays, sick leave, and unlimited vacation.
  • Healthcare coverage options tailored to meet your and your family's needs.
  • Retirement savings plans with matching contributions.
  • Life and disability insurance coverage.
  • Opportunities for leadership and skills training.
  • Two paid days for off-site training.

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.