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Client Success Strategist

2 months ago

Chicago, Illinois, United States BigTime Software Full time


Overview:
BigTime Software is seeking a dedicated Client Success Strategist who will collaborate with clients and work closely with internal teams such as Account Management, Implementation, and Technical Services to achieve client objectives.

Role Responsibilities:
As a Client Success Strategist, your primary focus will be to deliver measurable outcomes that demonstrate the value and return on investment (ROI) of our solutions. You will ensure that clients are effectively utilizing our products and features, while also providing training on the BigTime platform and utilizing relevant tools to enhance their goals.

After implementation, you will manage daily program execution, ensuring clients receive the maximum value from our offerings. Building strong relationships and promoting platform adoption will be key, as you work alongside various client-facing teams to deepen engagement beyond initial contacts.


Key Accountabilities:
- Ensure core products are functioning as intended and promote the adoption of our tools to maximize client engagement.
- Address issues and identify areas for improvement to guarantee optimal results for customers.
- Cultivate and maintain existing client relationships through diverse communication channels, including email, virtual meetings, and events.
- Leverage marketing automation and outreach strategies to connect with a broader range of accounts.
- Share best practices to encourage the adoption of new BigTime products and features in a consultative manner.
- Identify opportunities for new features and product utilization within your client base, providing qualified leads to the Account Management team.
- Complete necessary administrative tasks to track customer interactions, issues, and performance metrics.
- Relay client feedback to the Product Team for enhancements and escalations.
- Define and achieve client success metrics that can be shared internally and externally to showcase value.
- Collaborate with Implementation Consultants to assist customers during the integration and launch of the BigTime Platform.
- Conduct training webinars to educate corporate users on the BigTime Portal.
- Provide platform recommendations aimed at increasing ROI for clients.


Qualifications:
- Bachelor’s degree with 2-3 years of experience in a client services or account management role.
- Strong project management, time management, and organizational skills, capable of handling multiple projects simultaneously.
- Excellent oral and written communication abilities.
- A proactive team player with a strong initiative and a collaborative spirit.
- Positive, self-motivated individual with a commitment to exceeding client expectations in a dynamic environment.
- Detail-oriented and highly organized, with a strong emphasis on quality.
- Authorization to work in the U.S.
- Experience in SaaS environments.
- Proficient in presentation tools (Google Slides/MS PowerPoint) and web-based solutions.
- Skilled in Excel and customer success software (e.g., Gainsight, ChurnZero).
- Familiarity with programming or markup languages (e.g., JavaScript, CSS, HTML, SQL).


Benefits:
- Competitive salary and commission structure.
- Comprehensive company-paid benefits, including medical, dental, vision, disability, and life insurance.
- Generous paid time off and company holidays.
- Provision of the latest technology and software tools.
- Weekly lunch credit via GrubHub.
- Flexible work environment with remote work opportunities.
- Access to fresh fruit, snacks, and beverages.
- Convenient downtown location.


BigTime Software, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.