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Client Success Strategist
2 months ago
Harmonic stands at the forefront of software-driven cable access solutions.
We have transformed cable access networking with the industry's pioneering virtualized cable access solution, empowering cable operators to deliver gigabit internet services more adaptively and efficiently to consumers' homes and mobile devices.
Role OverviewA Client Success Strategist (CSS) is a professional dedicated to cultivating a positive customer journey and nurturing strong working relationships.
They act as a liaison between the support and sales teams. The CSS reports directly to the Customer Success Regional Lead, with no direct reports to this role.We seek a client success strategist who can provide continuous support to our clients and engage with them effectively.
The ideal candidate will contribute to relationship-building and the implementation of innovative initiatives that enhance revenue potential and reduce churn rates.
The responsibilities of a Client Success Strategist include assisting customers as they transition from sales prospects, fostering enduring relationships that often extend beyond individual projects or job orders, and maintaining ownership of the business relationship.
Ultimately, you will lead customer interactions to address their commercial and technical challenges, ensuring their satisfaction while they remain active accounts with us.
You will also collaborate closely with other team members to ensure customer inquiries and concerns are addressed promptly.
LocationRemote – this position is entirely remote within the US.
Key Responsibilities
- Establish clear client retention objectives
- Define milestones for clients and employees to work towards
- Assist customers in setting up and navigating programs or software
- Promote the value of our products
- Upsell services and products aligned with our brand image
- Enhance value through customer experience
- Assist in the creation of training courses and educational materials
- Lead customer meetings, including Quarterly Business Reviews (QBRs)
- Generate reports, quotes, pricing, and contract renewals
- Maintain and track high scores for Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
- Monitor commercial and technical Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Review customer complaints and concerns to enhance the customer experience
- Proven experience as a Client Success Strategist or in a similar role
- Experience working with Multiple System Operators (MSOs) and promoting value through customer experience
- Exceptional communication skills and the ability to foster positive business relationships
- Technical skills relevant to the use of the product or service
- Technical experience in the high-tech sector, preferably within broadband or telecommunications
- Strong accountability and personal organization skills
- Experience managing diverse teams and training according to company standards
- A degree in communications or marketing is preferred
Travel is required approximately 20%.
Compensation & Benefits
The estimated base salary range for this role is between $70,000 - $90,000.
The actual base salary will vary based on various factors, including market conditions, location, and individual qualifications objectively assessed during the interview process.
Diversity, Equality, and Inclusion at Harmonic IncAt Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success.
Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners, and shareholders.
Equal Opportunity StatementHarmonic is an equal opportunity employer.
Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state, or local law.
We will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodations to assist a person with a disability in the application process.
