Customer Success Strategist
2 weeks ago
Northern Impact, a prominent player in the Construction Equipment Market intelligence sector, is on the lookout for a Customer Success Strategist to enhance their team.
This organization stands out as a leading B2B SaaS/DaaS solution provider, catering to businesses within the industrial equipment domain.
Their comprehensive data analytics cover over $100 billion in assets and more than $55 billion in rental and sales transactions each year.
By leveraging this data, they provide valuable insights to clients, aiding in decision-making related to asset management, disposition, and deployment. Their clientele ranges from small enterprises to Fortune 500 companies.Having witnessed substantial growth over the past decade,
Northern Impact is now poised for further expansion, targeting new verticals and international markets.
Opportunity:
Client success is fundamental to their business model.
To support their growing client base, they are forming a dedicated Customer Success team aimed at proactively engaging with customers, resolving challenges, and propelling their business forward.
As a Customer Success Strategist, you will become the company's product authority, actively influencing customers' experiences with their platform. Your role will encompass building relationships with users, addressing concerns, managing client change requests, and promoting product adoption.As the primary liaison for clients, you will work closely with the Product Development and Engineering teams to ensure that client needs align with the product roadmap.
Key Responsibilities:
• Develop a deep understanding of the company's product offerings
• Act as the main point of contact between Northern Impact and its customers
• Engage proactively with various levels of client management, fostering rapport and strong professional relationships
• Conduct regular check-in calls to drive product adoption, resolve tactical issues, and identify opportunities for product development and upselling
• Translate client requests into technical and/or engineering specifications
• Take ownership of daily challenges, coordinating and managing internal teams from troubleshooting to resolution
• Collaborate with customers to optimize their use of services and provide constructive feedback to business and development teams
• Assist clients in understanding the full potential of their products
• Serve as a liaison between clients and the Product Development team
• Manage backlogs and timelines for large enterprise clients
• Oversee technical implementation details for each client (business rules, data processes, etc.), ensuring accurate documentation
• Create presentation materials and present findings to small teams
• Lead web-based training sessions, conference calls, and in-person client meetings
About You:
You possess a "customer-first" mindset: you take pride in understanding your customers and their businesses, prioritizing their best interests above all else.
You communicate with confidence and authority, enjoying engagement and conversation with clients.
You are comfortable taking on a leadership role, proactively building customer relationships and ensuring customer satisfaction.
You are highly organized and adept at managing multiple daily priorities in a dynamic environment.
You embrace mistakes as learning opportunities and are committed to making a significant impact within a small but growing team.
What We're Seeking:
Education:
BA/BS degree with a business-oriented focus (e.g., economics, marketing, finance, engineering)
Work Experience:
4+ years of professional experience, with a minimum of 2 years in a client-facing or account management role.
Skills:
• Excellent professional communicator, both written and verbal
• Strong technical skills (Excel)
• Proficient in VLookup, working with data sets, and pivot tables
• Familiarity with SQL, PowerPoint, and Salesforce is advantageous
• Proven success in managing customer relationships effectively
• Ability to respond to customer inquiries throughout the day
• Exceptionally organized and detail-oriented, as attention to detail is crucial in a data-driven company
• Capacity to understand technical concepts
• Self-motivated and proactive, with a positive attitude; willing to contribute wherever needed
Remote Work & Travel:
This position offers the flexibility of remote work. Travel requirements will be approximately 10%.
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