Customer Success Consultant

United States

Last updated: 16 October 2020

Are you a Service Customer Success Consultant?

The Customer Success Consultant has a true passion for Customers and is responsible for ensuring our customers ongoing success.

Position Title: Customer Success Consultant
Department: United States
Position Reports Role: Services Delivery Manager

Goals

  • Achieve customer happiness and engagement measures
  • Customer renewals due effective customer engagement services
  • Optimisation services revenue targets

Responsibilities

  • Achieve Customer Success Outcomes by ensuring renewals
  • Expand revenue via upsell opportunities and optimisation services
  • Drive business growth through advocacy and refence-ability
  • Work with customers to review system functionality and value
  • Upsell opportunities for software, training and consulting work
  • Establish joint goals to achieve happy customers and case studies
  • Formally scope and document business requirements and proposed product enhancements
  • Provide service quotations for consulting work, and offer ongoing service agreements
  • Proactively establish a strong customer relationship, operating as the lead point of contact
  • Demonstrate new features, ensure in-depth knowledge of our products and value to customers
  • Hands on NetSuite/NextService consulting work as required
  • Proactive communication and coordination of the upgrade schedule with product development, service delivery, partners and customers

Required Experience/Skills

  • Strong empathy for customers and a passion for revenue and growth
  • 3+ years experience in B2B Customer engagement roles
  • Solid NetSuite ERP experience
  • Exposure to field service management and NetSuite highly desirable
  • Ability to manage and influence through persuasion, negotiation, and consensus building
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Technical Aptitude
  • Working knowledge of JSON and advantage
  • Relevant Bachelor’s degree; preference for computer science or related degrees

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