Client Success Partner – This role is a trusted advisor and advocate for our strategic clients, responsible for driving adoption, expansion, and renewal of our services. This role requires a deep understanding of our offerings, our clients' businesses, and the ability to build strong, long-lasting relationships. The ideal candidate possesses a proven track record in client success, service delivery, and account management within a complex technology, SaaS environment or Systems Integrator environment.
You will:
Develop a deep understanding of client needs and objectives:
- Conduct thorough onboarding to understand clients' business goals, challenges, and key performance indicators (KPIs).
- Proactively identify opportunities to leverage our services to address client needs and drive business value.
- Maintain regular communication with key client stakeholders to build rapport and stay informed about evolving needs.
Drive adoption and utilization of our services:
- Develop and execute adoption plans tailored to each client's specific requirements.
- Provide ongoing training, support, and guidance to ensure clients maximize the value of our services.
- Monitor service utilization and identify areas for improvement.
- Proactively address any roadblocks or challenges hindering adoption.
Identify and pursue expansion opportunities:
- Develop a deep understanding of our product roadmap and identify opportunities to upsell or cross-sell relevant services.
- Collaborate with sales and product teams to develop and present compelling expansion proposals.
- Negotiate and close expansion deals that deliver mutual value.
Secure timely renewals and minimize churn:
- Proactively manage the renewal process, ensuring clients are satisfied with our services and understand the value they deliver.
- Identify and mitigate any potential churn risks.
- Negotiate and secure renewal agreements that meet both client and company objectives.
Oversee service delivery and ensure client satisfaction:
- Act as the primary point of contact for service-related inquiries and issues.
- Collaborate with internal teams to ensure timely and effective resolution of client issues.
- Monitor service performance and identify areas for improvement.
- Proactively gather client feedback and identify opportunities to enhance service delivery.
Requirements
- MBA or Bachelor Degree in Computer Science, Information Technology, or a related field
- With 20 years of proven success in client success, account management, or service delivery roles, preferably within a Systems Integrator, technology or SaaS company
- Experience with CRM software (e.g., Salesforce) and project management tools
- Ability to build rapport and establish trust with senior-level client stakeholders
- Ability to translate technical concepts into business value and articulate the ROI of our services
- Excellent communication and presentation skills
- Strong problem-solving and analytical skills
- Proactive and results-oriented
