Senior Customer Success Strategist

2 weeks ago

Chicago, Illinois, United States Resolver, a Kroll Business Full time

About Resolver:


Resolver is a rapidly expanding SaaS organization that offers an intuitive, no-code platform designed to provide our clients with a comprehensive understanding of their risks, enabling them to make swift and informed decisions.

As a member of the Resolver team, your contributions will be pivotal in evolving risk management into risk intelligence, allowing organizations to safeguard their people and assets while fulfilling their mission.

We are driven by ambition in both our objectives and our workplace culture. As a segment of Kroll, we provide an innovative, flat organizational structure combined with the stability and financial assurance of a larger enterprise.

Resolver has consistently been recognized as one of Canada's Great Places to Work for six consecutive years.


Role Overview:

In the capacity of a Strategic Customer Success Manager, you will be instrumental in fostering the growth of our esteemed client accounts. Your responsibilities will encompass:

  • Comprehensive management of our premier customer accounts, ensuring exemplary account management and success.
  • Facilitating and promoting customer growth while mitigating revenue risks.
  • Analyzing and addressing product and service requirements and utilization.

It is essential to possess a profound understanding of customer challenges and product/service needs. By employing a solutions-oriented mindset and adept problem-solving skills, you will cultivate vital customer relationships while aligning with their business objectives, identifying opportunities for cross-selling and upselling.

This role involves a focus on three primary objectives: maintaining portfolio health (50%), supporting growth initiatives (40%), and assessing product efficacy/needs (10%).


Requirements:

Experience and Skills:

  • In-depth knowledge of our product features and functions, with the ability to apply this knowledge from user, customer, and industry perspectives.
  • Ability to secure commitments from customers at each stage of the lifecycle and hold them accountable for their responsibilities.
  • Capability to collaborate with customers to devise solutions for identified pain points, while defining and managing business objectives.
  • Proficiency in articulating requirements from both business and user perspectives to facilitate effective implementation of agreed changes.
  • Exceptional written and verbal communication skills to present information in a compelling and concise manner to diverse and senior audiences.

Essential:

  • 2-5 years of relevant experience in a senior customer success role, managing top-tier or enterprise-level clients, preferably within a SaaS or digital agency environment.
  • Proven track record in strategic account management, particularly with enterprise accounts.
  • Experience in identifying upsell and cross-sell opportunities, along with a history of meeting revenue targets.
  • A passion for addressing business challenges through a combination of technology and human insight.
  • Strong understanding of customer loyalty and the ability to anticipate needs, set clear goals, and build rapport.

Desirable:

  • Familiarity with trust and safety, online harm, social media risk, or PR risk is highly advantageous.
  • A background in finance-related industries is also preferred.

Benefits:

Our rewards are as distinctive as our culture, and we aim to attract and retain top talent. We prioritize your development and offer a collaborative environment where like-minded individuals work together towards a common vision.

We provide a competitive salary and benefits package that includes:

  • Market-competitive compensation based on skills and experience.
  • Discretionary bonus program.
  • 33 days of vacation, including public holidays.
  • Critical illness insurance.
  • Life insurance coverage.
  • Healthcare cash plan, including dental and vision options.
  • An attractive pension/401k retirement plan.
  • Cycle to Work Scheme.
  • Employee perks, including discounts and rewards.
  • Mental health support and access to an in-house clinical psychologist.
  • Flexible working arrangements.

Resolver is dedicated to providing accommodations for all individuals with disabilities. If you require accommodations during the recruitment process, please inform the recruiter.


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