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Client Success Strategist

2 months ago

Chicago, Illinois, United States HALO Branded Solutions Full time
Company Overview:
At Halo Branded Solutions, we are dedicated to advancing scientific innovation. Our platform serves as a vital link between researchers and corporations, facilitating the introduction of groundbreaking ideas to the market.

Position Summary:
We are on the lookout for a proficient and seasoned professional to assume the role of Customer Success Manager. In this capacity, you will be pivotal in fostering enduring partnerships with our clientele, specifically R&D and innovation leaders at major corporations, ensuring they derive optimal value from our offerings.

Key Responsibilities:
1. Formulate tailored Joint Success Plans for new clients and oversee effective onboarding processes through outcome-focused Customer Success Management.
2. Cultivate robust, long-lasting relationships with clients by gaining a deep understanding of their operations, use cases, and the value Halo brings to their business.
3. Maintain a structured, consultative approach as Project Manager for client interactions, providing training, keeping stakeholders aligned with timelines, and offering daily support.
4. Proactively monitor account health, compile success narratives, and conduct regular Business Reviews to ensure clients have a clear understanding of their return on investment.
5. Identify risks for each account and mitigate potential churn by collaborating with cross-functional teams to address client challenges.
6. Own the customer retention metrics for your assigned accounts by negotiating and finalizing timely renewal contracts.
7. Serve as a product authority and liaison between clients and the Product team, advocating for the “voice of the customer” to guide product enhancements, feature requests, and new solutions based on client needs.
8. Leverage existing client relationships to uncover opportunities for expansion within other divisions of large, diverse organizations.
9. Drive ongoing improvements by suggesting enhancements to processes and formalizing best practices in our Customer Success playbook.
10. Maintain organized account documentation and deal management in our CRM system.

Candidate Profile:
The ideal candidate will possess 3-5 years of experience in Customer Success or Business Development within an enterprise SaaS environment. You should demonstrate exceptional organizational capabilities, managing multiple projects and priorities in a dynamic setting. Excellent communication skills, both written and verbal, are essential, with the ability to tailor discussions for both technical and non-technical audiences. Proven experience in nurturing valuable, outcome-driven relationships with a diverse client portfolio is crucial. Familiarity with Product and/or Engineering teams in establishing a feedback loop is advantageous. A passion for our mission to advance scientific progress is a must.

Preferred Qualifications:
- A degree or experience in a science-related field.
- Background in companies offering products such as applicant tracking systems, B2B marketplaces, CRMs, or project management tools.
- Experience as a key contributor in an early-stage startup environment.