Job Description
Customer Engagement:
- Act as a point of contact for 15 - 20 customers based on their requirements, addressing inquiries, resolving issues, and providing guidance on software usage and best practices.
- Ensure customers are achieving their desired outcomes with the product and services.
- Partner with Sales Operations and other cross-functional teams (sales, marketing, and product) to streamline operations and improve customer experience.
Customer Success Execution:
- Implement strategies to enhance CSAT, reduce churn, and maximize customer lifetime value.
- Serve as a trusted advisor, fostering strong relationships with customers and advocating for their needs.
Software Delivery Coordination:
- Collaborate with Cluster Heads and software development teams, QA, and deployment teams to ensure smooth delivery of software solutions.
- Monitor project timelines and deliverables, ensuring alignment with customer expectations.
Market and Customer Insights:
- Leverage HubSpot as your core workflow system
- Maintain accurate records of customer interactions, projects, and feedback using internal tools.
- Collect and analyze customer feedback to identify trends and areas for improvement.
- Provide actionable insights to inform product and service enhancements.
Service and Product Alignment:
- Collaborate with internal teams to ensure offerings meet customer needs and align with company goals.
- Support Product Studio by ensuring client expectations align with deliverables, providing insights from client feedback to refine processes, and driving retention through proactive collaboration
- Provide detailed input to influence product development and prioritize customer-requested features.
Revenue Optimization and Renewals:
- Support upselling and cross-selling opportunities by identifying customer needs and aligning them with available solutions.
- Assist in renewal discussions to ensure high logo and net dollar retention and expansion rates.
