Customer Success Strategist

2 weeks ago

Hull, Kingston upon Hull, United Kingdom Wolters Kluwer Full time

We are seeking a skilled Customer Success Strategist to drive the implementation and success of our customer success strategies. This role will involve collaborating with cross-functional teams to evolve and execute our customer success strategies, representing our customer success team across all business stakeholders, and building strong relationships with customers and internal teams to drive adoption and usability.

Key Responsibilities:
  • Contribute to the definition of the CSM proposition with key stakeholders, including who does and doesn't qualify for customer success management
  • Contribute to the definition of the initial strategy for the future growth of the team, factoring in the movement from on-premise software to the adoption of cloud products
  • Work with internal teams to build management information for cloud customers, as cloud products are launched
  • Accountable for CSM processes across each touch point of our customer journey from sales to professional services
  • Own the relationship with assigned customers, including consultation, training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
  • Develop and maintain customer success strategies and best practices
  • Develop and maintain customer success metrics and data as required/directed

Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. Prepare documentation and visuals on customer success metrics and use these to identify areas for improvement. Work with sales and marketing to boost customer referrals and develop case studies where appropriate.

Requirements:
  • Experience in a customer-facing role with a track record of helping customers achieve business outcomes
  • Strong project management skills, to effectively manage own time and meet deadlines
  • Creative problem-solving skills and a keen eye for detail
  • Bachelor's degree or equivalent
  • Experience in the accounting software industry is desirable but not essential
  • Experience in delivering software solutions to customers is essential
  • Knowledge of Salesforce and project management tools and methodology

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