Summary:
The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. As the Customer Success Ambassador, this role plays a critical part in strategizing, prioritizing, and enhancing internal relationships ensuring our customers receive the support they need to succeed with company.
Responsibilities:
- Collaborate with account team, partner teams, and partners to understand the goals, vision, and solution of the customer. This involves working closely with various stakeholders to ensure a complete understanding of the customer's objectives and the solutions being implemented. Facilitate communication and alignment among all parties to drive successful outcomes.
- Capture baseline business metrics for future articulation of business value and success. Identify and document key business metrics at the start of the engagement, which serve as a benchmark to measure the impact and success of the solutions provided.
- Identify roadblocks to meeting project deadlines and proactively engage internal stakeholders as required. Monitor project progress and identify potential obstacles that could delay timelines. Proactively identify, escalate, and resolve issues by engaging with internal and external stakeholders.
- Help customers with the enablement framework prior to Go-live. Assist customers in understanding and utilizing the enablement framework, providing best practices on training, resources, and support to ensure they are fully prepared for the transition.
- Track customer adoption against the original plan post Go-live. Monitor key product adoption and customer expertise metrics, gather feedback, and identify areas where additional support or adjustments may be needed to ensure successful adoption.
- Act as a liaison between the customer and various internal teams, such as Solution Engineers (SE), Professional Services (PS), Customer Success Managers (CSM), and supporting Sales & Distribution (S&D) teams to facilitate communication and collaboration.
Requirements:
- 10 years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- An academic degree or equivalent experience, with preference for candidates showcasing relevant cloud software implementation experience.
Required Skills:
- Proficiency in Company's product suite, with a keen understanding of its capabilities and best application practices.
- Experience in managing projects with an understanding of project management methodology.
- Strong communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization.
- Strong capability to navigate complex discussions, handle objections, and drive alignment.
- Certification in relevant fields will be an added advantage.
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