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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