Customer Success Consultant

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Role Description

The Customer Success Consultant is responsible for ensuring customer success satisfaction with firm products and services to ensure retention and sales growth. Works with clients to cultivate future projects and qualify new opportunities. Responsible for work or projects that impact functions or the enterprise; owns and works on projects or processes under limited supervision.

• Develop Success Plans in cooperation with the client and coordinate the activities necessary to deliver on the plan.
• Coordinate with the sales team on upsells.
• Must be well versed in issue management, including appropriate escalation internally and expectation management with the client.
• Organize and lead effective customer interactions, from weekly meetings to day-long workshops.
• Execute the internal administrative tasks necessary to keep our team informed and manage the business.
• Use tools and data to create repeatable processes to make Customer Success easier, including all facets of the business such as direct-to-consumer clients, health plans, and primary care clinics.
• Build both ad hoc and strategic reporting.
• Perform needs analysis to determine the right solution for a problem/question.
• Identify opportunities for data/knowledge exchange.
• Identify opportunities to eliminate repetitive work.
• Provide support and oversight to managing the internal health (house) account.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5 years’ experience.

Requirements

• Strategic thinker capable of blending technology and business strategy to develop customer account success plans.
• Excellent listening, communication, and presentation skills; influence effectively at all levels of the organization, including C-level.
• Comfortable giving product demonstrations.
• Possess strong leadership skills including a strong sense of ownership and confidence with humility.
• Process-driven, analytical thinker with intellectual curiosity.
• High level of comfort with fast-paced environments; self-starter, ready to roll up your sleeves.
• Comfort level or ability to be coached on Customer Success Tools: Gainsight, Salesforce, Tableau, Google Suite (Docs, Spreadsheets, Gmail, Google Drive, etc.).

Benefits

• Compensation: $81,492K - $101,865K & bonus eligible.

Physical Demands

• Manual and finger dexterity and eye-hand coordination.
• Requires standing, walking, and sitting for extended periods of time.
• Occasionally lift and carry items up to 20 pounds.
• Requires corrected vision, hearing, and speech within normal ranges.