Customer Success Strategist
6 days ago
About the Role:
We're seeking a skilled Customer Success Strategist to join our team at Kerridge Commercial Systems, a market leader in trading and financial software. The successful candidate will drive customer success outcomes in their region, increasing renewal rates, reducing churn, and influencing future lifetime value through higher product adoption and customer satisfaction.
Key Responsibilities:
- Develop a holistic view of technical aspects of every customer
- Work with the Customer Success Director to drive customer success outcomes
- Define, monitor, and promote compliance of Service Level Objectives across KCS teams
- Identify key performance metrics to understand customer technical health
- Proactively identify customers with low technical health and develop 'get well' plans
- Influence customer behaviour to achieve desired outcomes
- Ensure efficient, professional, high-quality support delivery in line with Service Level Agreement
Requirements:
- Bachelor's Degree in a related field and a minimum 4 years of relevant work experience
- 4 years of experience managing multiple projects and clients
- Strong presentation and writing skills with ability to motivate diverse audiences
- Strategic thinking, ability to grasp long and short-term goals with each client
- Excellent communication and relationship-building skills
- A passion for IT and a willingness to continuously learn K8 services and capabilities
About Kerridge Commercial Systems:
Kerridge Commercial Systems is a market leader in trading and financial software environments for specialist Distribution, Wholesale, Merchant, and Retail industry sectors. Our passion is to provide customers with a competitive advantage in their incredibly competitive world.
Equal Opportunities:
KCS is proud to be an equal opportunity workplace and is an affirmative action employer, committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
Health and Safety:
The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety, and welfare of its employees at work.
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