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Customer Success Leader

Company: Newsearch Horizons
Location: San Jose
Posted on: May 16, 2022

Job Description:

Job DescriptionFueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, you'll work with technologists and business specialists, blending the firm's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you'll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do here. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.The opportunityBe the heartbeat of the customer. As Client Technology (CT) Customer Success Manager (CSM), you are the face the firm. You'll partner with various accounts to accelerate and drive success through the effective adoption of tech enabled solutions. The journey is an exciting one as you'll be actively listening to the customer, understanding their pain points, and providing best practices to implementing complex solutions. You'll be the connected tissue across all Technology groups within the firm, understanding at a high-level the problems affecting multiple customers and advocating for ways to improve the product. If you are fascinated and passionate about how technology is evolving and can articulate a vision for how technology can be used and adapted for our customer's unique needs, this could be the role for you.Your key responsibilities

  • You will be responsible for fostering relationships, making sure the accounts are successful using our CT products and services; your purpose is to be their voice and activate their feedback
  • Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams (e.g., Engineering, Support, Product teams).
  • Provide a high-touch experience, understanding which product features are relevant for their use cases and proactively advise better ways of using the product to realize increased value and desired outcomes.
  • Rigorously track metrics like CSAT, NPS, and onboarding engagement rate to ensure the customer is gaining the intended value from the product or service.
  • Serve as the trusted advisor of the account(s), looking around corners, anticipating their needs, and being a champion for successful delivery.
  • Empathize with every aspect of the customer experience, putting their needs first yet challenging them at the right moment and as appropriate to make sure they are setup for success.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty, centricity and building the Customer Success brand.
  • Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.Skills and attributes for success
    • 8-10 years relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
    • Ability to navigate customer organizational structures to identify and build long-term relationships with key account executives and partners. Collaborate across several different entities and service lines within the firm to get fast answers to our customer's complex problems.
    • Maintains knowledge of market trends, competitive insights, and customer success industry trends.
    • Excellent communication, facilitation, and presentation skills to keep customers engaged in both virtual and onsite environments.
    • Proven track record servicing strategic accounts, ability to prioritize work and strong time management skills.
    • Ability to deal efficiently with escalations and difficult situations/people under pressure and remove friction by bringing the right people together to solve issues.
    • Discipline to work and succeed in a fast paced and organizationally complex environment, to effectively adapt to rapidly changing technology, and to lead and manage complex projects.
    • Embody our culture and values. Ideally, you'll also have
      • Combined background of post-sales and sales experience.What we look forThose who lead with empathy, are curious self-starters and have a passion for technology and the ambition to use it to power the human enterprise.

Keywords: Newsearch Horizons, San Jose , Customer Success Leader, Other , San Jose, California

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