Client Success Strategist
2 weeks ago
The Client Success Strategist (CSS) is responsible for nurturing relationships with existing Vivacity customers to enhance retention, satisfaction, and growth. This role demands exceptional relationship management capabilities and a strong technical background.
Key Responsibilities:
1. Collaborate with educational leaders to assess their requirements and align Vivacity's best practices with their business objectives.
2. Oversee a portfolio of clients post-sale, starting from onboarding, to cultivate enduring relationships that yield early value for clients and revenue growth for Vivacity.
3. Partner with the Territory Manager to identify key stakeholders and maintain regular communication regarding customer health and open opportunities.
4. Create tailored Success Plans based on clients' business goals and priorities, ensuring high adoption of products and services through proactive support.
5. Lead customer-facing engagements such as Quarterly Business Reviews, ensuring effective communication and relationship management.
6. Identify and address potential risks to long-term customer relationships proactively.
7. Serve as the primary contact for clients and internal teams, driving timely resolutions and escalations.
8. Monitor customer satisfaction and product usage, gathering feedback to enhance service delivery.
9. Communicate account status to relevant internal teams as necessary.
10. Represent customer needs and priorities within cross-functional teams.
Qualifications:
- Minimum of 3 years of experience in a customer-facing role within services or sales.
- Proven track record of exceeding customer expectations.
- Exceptional communication and presentation skills at the executive level.
- Strong empathy for customers, with a clear understanding of their needs and a sense of urgency in addressing them.
- Ability to develop comprehensive product and industry knowledge to effectively present and demonstrate offerings.
- Advanced technical skills for troubleshooting and training.
- Excellent time management and prioritization skills to balance post-sales follow-up, account development, and ongoing support.
- Proficient in utilizing technology (e.g., Google Suite, HubSpot) for communication and data management.
Our Commitment:
Vivacity Tech is dedicated to fostering a diverse team and encourages candidates from all backgrounds to apply.
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