Job Description
The Customer Success Lead plays a pivotal role in ensuring the seamless delivery of post-implementation services to clients. This involves managing the alignment of platform solutions with client needs, fostering strong relationships, and collaborating with internal teams to drive delivery excellence.
Key Responsibilities
1. Foster and maintain strong client relationships, serving as the primary point of contact for delivery concerns and new requests.
2. Partner with sales teams and other internal stakeholders to grow existing client revenue and win new business.
3. Ensure adherence to workflow and documentation standards through governance processes and tools.
4. Manage recurring hour renewals, client hours allocation, and annual forecast spreadsheet.
5. Provide hours reporting to clients, resolve discrepancies, and facilitate invoice approvals.
6. Create and maintain customer Scorecards according to platform standard practices.
7. Assist in developing new tools and processes to enhance delivery management.
Requirements and Qualifications
To excel in this role, you will require:
* A Bachelor's Degree or equivalent experience in a technical, business, or financial discipline.
* Application certification as required or preferred for the platform being supported.
* Proven consultative skills to guide client and internal discussions to agreement of solutions.
* Ability to effectively engage on multiple, concurrent projects, and manage competing priorities.
* Demonstrated experience working creatively and analytically in a dynamic environment.
* Strong communication skills, both verbal and written, including clear articulation of complex messages and requirements.
Benefits
We offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Our values guide everything we do: Anticipate Customer Needs, Own the Outcome, Challenge Ourselves to Work Smarter, Empower Each Other to Solve Problems, and Care About Our Work.
Authorization to Work
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship.