You will be responsible for deepening & enhancing Priority's relationships with our key customers to ensure their high engagement, satisfaction, and business growth.
You will provide strategic guidance and support, and will be assessed by performance-based KPIs.
You will collaborate with various internal teams to drive customer satisfaction, retention, and upsell opportunities.
Responsibilities:
- Develop a deep understanding of the clients' business goals, objectives, and challenges.
- Act as the primary point of contact for key clients and maintain strong relationships with stakeholders at all levels.
- Identify opportunities for strategic alignment between the clients' needs and our products/services.
- Advocate for clients internally, ensuring their voice is heard and their needs are addressed within the organization.
- Collaborate with Product and Development teams to communicate client feedback and contribute to product roadmap decisions.
- Contribute to the development of customer success strategies and best practices within the organization.
- Monitor customers' health scores, SLA, and satisfaction levels to identify customers at risk and improve their experience.
- Identify growth opportunities within the customer base and strive to realize these opportunities.
- Promote customers reference plan and locate brand ambassadors to share the company's benefits and values.
- Represent the customer's needs within our company and facilitate their relationships with different departments such as Product, R&D, Professional
- Services, and Support.
Requirements:
- 2-4 years of experience in a Customer Success position in B2B software company working with medium-sized organizations.
- Excellent communication and interpersonal skills with an aptitude for building strong customer relationships
- Skilled problem-solving abilities and approach
- Strong negotiation skills
- Ability to analyze complex customer data, produce business insights and turn them into actionable work-plan.
- Proven ability to maintain relationships with a diverse customer account-base while improving customer satisfaction and business results.
- Highly organized and able to multi-task.
- Confident, highly-energized, self-motivated and a true team player.
- Desire and ability to learn new technologies.
- Knowledge of the ERP space specific in Priority – a great advantage.