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Senior Client Success Strategist

2 months ago

Chicago, Illinois, United States MW Partner Full time
Job Overview

MW Partners is seeking a Senior Client Success Strategist to collaborate with our client, a prominent entity in the multimedia and creative software sector.

Key Responsibilities:

  • Oversee the overall success of customers with the organization, focusing on strategic planning, customer well-being, multi-solution integration, and measurable outcomes through industry expertise.
  • Serve as the primary liaison throughout the customer journey, establishing clear success plans with defined objectives, and ensuring seamless communication across all internal and customer stakeholders.
  • Build relationships within accounts to ensure effective implementation of the client's strategic initiatives and roadmap.
  • Provide an outstanding customer experience through proactive engagement, coordinating the appropriate internal resources, and utilizing the customer engagement framework to align, monitor, and adapt customer business objectives.
  • Promote the adoption of Client Experience Cloud products by leveraging data to offer insights and track progress along the maturity curve.
  • Encourage innovation by sharing industry insights and exploring new ways for customers to leverage Client solutions to enhance their digital capabilities.
  • Identify potential customer risks and work with the extended team to develop and implement recovery plans.
  • Act as the customer's advocate within the organization, communicating strategic use cases, process enhancements, and feedback to the internal team.
  • Engage in ongoing projects aimed at refining our methods to effectively ensure customer success.

Qualifications:

  • Bachelor's Degree or equivalent relevant experience.
  • Over 10 years of experience in Customer Success within Software as a Service and Digital Marketing.
  • A strong commitment to driving customer success and delivering measurable business value.
  • Excellent communication and interpersonal skills, capable of navigating conflicts and fostering collaborative partnerships.
  • Proficient consulting abilities.
  • Ability to manage multiple priorities and perform effectively under pressure.
  • Outstanding organizational, presentation, and written communication skills.
  • Familiarity with software in the digital marketing and media sectors, including data platforms and customer journey management.
  • Experienced in Program Management within large organizations, effectively inspiring change by engaging key stakeholders.
  • Proven track record in account planning and customer success strategies, including leading executive discussions and workshops.
  • Competent in conducting executive-level discussions and presentations.
  • Willingness to travel as necessary.

For further information, please reach out for a confidential discussion.