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Client Success Specialist

2 months ago

Denver, Colorado, United States Formstack Full time

Key Responsibilities:


As a Client Success Specialist, you will take charge of the entire lifecycle of your customer portfolio following the initial transaction.

Your role will involve educating existing clients about new features, optimal practices, industry trends, and enhancing the value that Formstack provides to their organizations.

You will cultivate a thorough understanding of customer interaction and the Formstack platform to establish and refine best practices surrounding the technology.

Path to Success:

  • Manage the onboarding process for new clients and ensure effective implementations.
  • Collaborate with current clients to ensure they are utilizing Formstack efficiently and effectively.
  • Monitor account statuses and pinpoint areas needing attention.
  • Create success strategies to guide clients on actions required to achieve their goals and realize value.
  • Identify opportunities for enhancement not only in our offerings but also within the Customer Success department as a whole. Communicate internally with relevant teams in sales, marketing, product, and engineering to improve customer experiences.
  • Build a consultative relationship with client executive sponsors and key stakeholders to ensure Formstack initiatives align with the client's business objectives and strategies, maximizing the potential of their Formstack solutions.
  • Encourage maximum value from their investment in Formstack, utilize all licenses, identify new opportunities, and collaborate with sales teams to ensure growth and increased market presence.
  • Regularly engage with clients through Adoption and Strategic Business Review meetings to identify needs and maintain strategic alignment.
  • Guide clients to leverage all available Formstack resources such as Help & Training, Certification, Community, webinars, etc.
  • Act as a customer advocate in promoting industry best practices and the advancement of Formstack products and services, which are crucial to the customer's success.
  • Collaborate with the Renewals Manager and Account Executive to ensure successful transitions to the contract renewal phase and support the renewal process to minimize customer turnover.
  • Coordinate with other Formstack teams including management, sales, support, professional services, marketing, and product management to meet account performance goals and customer expectations.
  • Maintain a comprehensive understanding of Formstack solutions to serve as a product subject matter expert (SME) for demonstrations, training, and influencing cross-sell/upsell opportunities.
  • Achieve assigned targets and strategic objectives within designated accounts (e.g., Churn & Upgrades).
  • Develop and implement proactive risk management strategies to identify potential churn signals, address client concerns, and enhance customer retention.
  • Keep accurate records of all customer interactions and intelligence data using the CRM application utilized by Formstack.
Qualifications:

  • Proficiency in written and spoken English.
  • Minimum of 2 years of experience as a Customer Success Manager in a software environment.
  • Strong understanding of online software (SaaS) products and services.
  • Experience in Product Management, Consulting, Data Analysis, or Financial Analysis, along with the ability to connect with and influence individuals.
  • Excellent communication, account management, project management, and problem-solving skills.
  • Strong writing and speaking abilities for documents, presentations, webinars, and events.
  • Highly organized and systematic with exceptional attention to detail.
  • Willingness to travel as required by the role.