Customer Success Strategist

1 month ago

Los Angeles, California, United States Sellers Hub Full time
Job Overview
Sellers Hub is seeking a highly skilled Customer Success Strategist to join our team. In this role, you will be responsible for developing and maintaining strong customer relationships, leading customer engagements, onboarding and implementing customers, identifying growth opportunities, and monitoring customer satisfaction and retention.

About the Role
This is a challenging opportunity for a seasoned professional with 4+ years of experience in customer-facing roles. You will work closely with cross-functional teams to shape our product roadmap and drive product improvements. Your expertise will be essential in providing valuable insights to customers, understanding their goals and challenges, and tying solutions to implement process improvements & savings opportunities.

Key Responsibilities:
  • Develop and maintain strong, long-lasting customer relationships throughout all levels and teams of their organization.
  • Lead customer kick-off calls, perform platform demos & user trainings, drive regularly scheduled check-ins, QBRs with customers, while monitoring platform adoption and overall client satisfaction.
  • Onboard and implement customers including creating a strategic plan of priority initiatives while gathering required SOPs, documentation, customer requirements, and related vendor onboarding.
  • Identify new business opportunities and develop account plans to ensure customer retention and expansion. Collaborate with the sales team in the solutioning and closing of expansion opportunities.
  • Continuously monitor and track usage performance and key performance indicators (KPIs) related to customer satisfaction and retention. Leverage these to understand how customers are using the product and identify ways for them to increase usage to effectively increase their ROI.
  • Act as a trusted advisor to customers, understanding their goals and challenges while being able to tie solutions to implement process improvements & savings opportunities.
  • Advocate for customers internally to relay feedback and insights to the product, sales, and other cross-functional teams to shape our product roadmap.
  • Become an expert in product internally & externally to be able to continuously work collaboratively to solve product, process, or workflow gaps that negatively affect the customer experience.

Salary
$85,000 - $110,000 per year, depending on experience. We also offer competitive benefits and a generous bonus structure.

Qualifications:
  • Bachelor's degree in Business, Analytics, Supply Chain, Operations or any relevant fields
  • 4+ years of work experience in a customer-facing role, such as Customer Success, Account Management, Sales or Client Services in the logistics, transportation and/or tech industry.
  • Excellent written & verbal communication and interpersonal skills, with the ability to influence intended outcomes in a clear & concise way.
  • Commercially driven, client-centric mindset
  • Strong problem-solving and analytical abilities, with a bias for proactive action
  • Ability to navigate difficult conversations and negotiate with mutual beneficial outcomes.
  • Effective organizational and time management skills to manage numerous customers of varying sizes, and ability prioritize action effectively against competing priorities.
  • Familiarity with CRM software and data analytics tools, and being able to leverage both to guide action.
  • Proficient in data analysis and presentation leveraging Google Slides and Sheets to tell an effective story and drive intended behavior.
  • Ability to travel ~20% of the time, as needed, to support customer visits

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