Client Success Strategist

2 weeks ago

Orlando, Florida, United States Lumen Resources Full time

As a Client Success Strategist, you will be instrumental in fostering the success and satisfaction of our esteemed clients. You will collaborate with a dedicated team of Client Success professionals and work closely with various departments to enhance customer engagement, loyalty, and growth. Your main objective will be to cultivate robust relationships with key stakeholders, comprehend their business objectives, and assist them in maximizing the benefits of our SaaS solutions.

Key Responsibilities:

  • Partner with Sales, Marketing, and Product teams to synchronize customer success initiatives with broader company goals.
  • Design and execute customer success initiatives aimed at boosting product engagement, retention, and growth.
  • Proactively identify and resolve customer challenges, ensuring prompt solutions and overall client satisfaction.
  • Conduct regular strategic reviews with major accounts to evaluate their needs, address issues, and explore upsell or cross-sell opportunities.
  • Examine customer usage analytics to uncover trends and insights, offering actionable recommendations to improve customer success.
  • Act as the escalation point for significant customer concerns, collaborating with internal teams to ensure swift resolution.
  • Maintain a comprehensive understanding of our SaaS offerings, staying updated on enhancements and new functionalities.
  • Work with the Product team to relay customer feedback and insights for ongoing product development.
  • Track and report on essential performance metrics related to customer success, providing regular updates to senior management.

Qualifications:

  • Demonstrated experience in a Customer Success leadership capacity within a SaaS environment.
  • 3+ years of experience utilizing JIRA.
  • Exceptional communication and interpersonal abilities.
  • Analytical mindset with the capability to extract insights from data.
  • Results-driven with a commitment to customer satisfaction and retention.
  • Familiarity with the Insurance/Finance sector and comprehension of SaaS business models.
  • Ability to excel in a fast-paced and evolving environment.
  • Experience with CRM tools and customer success platforms.

Lumen Resources:

At Lumen Resources, you will collaborate with skilled recruiters who will assist you in navigating towards a brighter future. Our recruiters are efficient and clear in all communications, possess outstanding communication skills, and will support you in resume crafting and interview preparation, enabling you to secure your desired position.

Lumen Resources is an Equal Opportunity Employer.

For further information, please reach out to our team.

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