107 applicants

Company

Original Job Post

Ventrata · 3 days ago

Customer Success Specialist

New Orleans, LA

Full-time

Onsite

Mid Level

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Responsibilities

Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction;

Responsible for annual negotiations with existing customers;

Develop customer relationships that promote retention and loyalty;

Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors;

Represent the voice of the customer to provide input into the core product, marketing and sales process;

Within a short period you will get to be an experienced user of our product, you should be able to use and explain all the functionalities, be able to investigate issues and troubleshoot or escalate to the dev team;

Lead the onboarding process and training of new clients;

Ensure the timely and successful delivery of our solutions according to customer needs and objectives;

Clearly communicate progress of weekly / monthly / quarterly initiatives to internal and external stakeholders;

Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base;

Develop new business with existing clients and / or identify areas of improvement;

Collaborate closely with the sales team on a client handover, once the sales cycle is completed and the onboarding process can be initiated;

Collaborate closely with the Customer Success team, share best practices, and lessons learned. As well as with Development team to bugfix reported issues and work on new features based on the feedback from clients;

Assist with challenging client requests or issue escalations as needed;

Expedite the resolution of customer problems and complaints to maximise satisfaction;

Create and maintain comprehensive project documentation;

Qualification

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Customer Success ManagementAccount ManagementKey Account ManagementSales Account ManagementProject ManagementClient-Focused Solutions DeliveryProblem-SolvingCommunicationNegotiationPresentationAttention to DetailSelf-MotivatedEnthusiasticSaaS experience

Required

Native English

Proven work experience as an Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Project Manager or another relevant role

Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level

Experience delivering client-focussed solutions to customer needs

Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail

Excellent listening, negotiation and presentation abilities

Strong verbal and written communication skills

Driven and detail-oriented, self-motivated, enthusiastic and a can do attitude