Customer Success Consultant

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