The Customer Success Specialist is pivotal in ensuring exceptional service delivery and maximising client satisfaction post-implementation. With a dual focus on nuturing client relationships and driving commerical outcomes, the CSS is responsible for increasing customer engagement, ensuring account sustainability and driving overall profitability.
Key Responsibilties:
Customer Relationship Management: Serve as the primary contact for customers, ensuring their continued satisfaction and retention. Collaborate with product development teams to implement proactive strategies that address client needs, encourage product adoption and transition customers towards more standardised, cost-effective solutions.
Commercial Accountability: Monitor and analyse the costs associated with supporting each customer. Identify and implement strategies to enhance profitability, including transitioning suitable customers to the T-cube platform and making making strategic decisions about discontinuing support for unprofitable accounts.
Customer Advocacy and Growth: Foster strong relationships that encourage customer advocacy, supporting referrals and the creation of case studies. Identify and pursue oppotunities for account growth, encouraging customers to adopt new software enhancements that optimise operational efficiency and reduce maintenance costs.
Cross-functional Coordination: As a liaison between customer and internal teams, including hardware and software departments, to ensure a seamless and integrated customer experience. Facilitate effective communication and problem resolution across functional boundaries.
Retention and Renewals: Develop and maintain comprehensive success plans for high-value customers, detailing critical milestones, for onboarding, training, preventive maintenance and contract renewal. Leverage sales data and insights from the product development team to strategically recommend timely software upgrades.
Customer Training: Manage and enhance customer training programmes, ensuring clients fully leverage the capabilities of Tunity's Tcube suite for maximum benefit.
Feedback Loop: Act as the voice for customer within Tunity, relaying feedback and insights to the product and engineering teams to inform future product development and roadmap planning.
