Roles and responsibilities:
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as required
• Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, including third- party service providers, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation to demonstrate performance in C-Sat/NPS scores and to identify areas of improvement.
