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Client Success Strategist
2 months ago
Company Overview:
Blue Orange Digital is a pioneering firm specializing in cloud-based data transformation and predictive analytics, dedicated to helping organizations navigate their business challenges through advanced data analytics, visualizations, and AI/ML technologies. Our team is composed of passionate technologists and data analysts, and we pride ourselves on our startup culture where every team member plays a crucial role in our growth.
Position Overview:
We are on the lookout for a proactive and technically adept Customer Success Manager to enhance our team. This position focuses on managing and nurturing our client accounts, ensuring exceptional client satisfaction and retention, while also identifying avenues for expanding our engagements through new business opportunities. The ideal candidate will possess strategic thinking capabilities, a robust background in customer relations, and a comprehensive understanding of the technology-driven professional services sector.
Key Responsibilities:
Client Relationship Management:
- Oversee comprehensive client relationships, acting as the primary liaison for a segment of the Blue Orange client portfolio, and fostering enduring relationships to guarantee high satisfaction levels.
- Serve as a trusted advisor, aligning all initiatives with the client's business objectives to maximize the value derived from Blue Orange's professional services.
- Conduct regular interactions, including monthly check-ins and quarterly business reviews, to promote service adoption and broaden service utilization.
Account Management and Growth:
- Manage account activities with a focus on retention, adoption, and growth, advocating for customer needs to enhance their experience and value.
- Implement a high-touch engagement model, identifying service improvement opportunities and managing expectations to ensure outstanding service delivery.
- Collaborate closely with sales teams to identify and pursue upsell and cross-sell opportunities, aligning efforts to create customer value.
Business Development:
- Work in tandem with sales and sales engineering teams to proactively seek new business opportunities, from inception through to onboarding.
- Align with sales and revenue generation teams on new business strategies and initiatives.
- Prepare and develop contracts (SOW, MSA, RFP) and other necessary documentation for clients.
Operational and Strategic Execution:
- Monitor and report to Customer Success and Sales leadership on client engagement and sentiment.
- Track, report, and benchmark customer adoption activities, ensuring visibility and success of initiatives to Customer Success leadership and Executive Sponsors.
- Manage multiple accounts simultaneously, prioritizing effectively to meet strategic objectives.
- Address user queries and technical issues, coordinating with consulting teams and engaging cross-functional groups as necessary.
- Maintain and manage client-specific business requirements, effectively communicating these with internal technology teams.
Performance and Results Measurement:
- Regularly report to Customer Success and Sales leadership on client account health by identifying adoption opportunities and retention risks, aligning internal teams around customer success strategies.
- Conduct account audits and business reviews with key customer accounts to assess needs and deliver continuous value, ensuring timely implementation and high customer satisfaction.
Additional Responsibilities:
Perform other tasks as directed by the Director of Customer Success.
Requirements:
- Bachelor's degree in Business Administration, Communications, Computer Science, Information Technology, or a related field.
- 4-6 years of experience in customer success, account management, or a related field within a technology, professional services, consultancy, or similar industry.
- Proven track record of managing accounts and achieving customer satisfaction and retention goals.
- Strong understanding of data analytics, machine learning, and AI technologies.
- Excellent communication, interpersonal, and presentation skills.
- Proven ability to manage multiple client engagements effectively and negotiate win-win solutions.
- Strong analytical skills and a results-driven approach to problem-solving.
- Experience with CRM software and customer service platforms.
- Ability to quickly establish rapport with customers and address their concerns.
- Passion for business and a commitment to continuously enhancing client satisfaction.
Preferred Qualifications:
- Prior experience with Hubspot.
- Project management skills, capable of managing multiple projects simultaneously under tight deadlines.
- High level of empathy and a customer-centric mindset.
- Certifications such as Certified Customer Experience Professional (CCXP), Certified Associate in Project Management (CAPM), or Project Management Professional (PMP).
Benefits:
- 401k Matching
- Unlimited PTO
- 100% remote role with an option for hybrid
- Healthcare, Dental, Vision, and Life Insurance
- Paid parental/bereavement leave
- Cell phone/internet reimbursement
- Home office stipend
- Competitive salary with commission opportunities
Blue Orange Digital is an equal-opportunity employer.
