Requires in-depth conceptual and practical knowledge of theories and principles within Customer Success and applies general knowledge of business and industry practices. Working independently under minimal guidance, carries out a full range of qualified duties and solves moderately complex problems. Exercises judgment based on the analysis of multiple sources of information. Contributes to a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset.
Participates in the post-sales customer lifecycle (on-going assistance, customer renewals, product improvements, up- and cross-selling) to maintain customer loyalty and customer satisfaction. Tracks customer performance and promotes engagement between the customer and product(s).
This role has a strong focus on customer retention and net revenue retention (NRR), with ownership of strategic and major customer accounts. The Customer Success Specialist is expected to operate with a commercial mindset, partnering closely with Sales to support renewal planning, identify expansion opportunities,
and drive longterm account value.
Fosters optimal product usage and may train customers on product use. Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements. Works with customers to cultivate future project initiatives and collaborates with services, support, and sales teams on new service initiatives.
Maintains a clear understanding of client requirements, building and maintaining strong client relationships, including engagement with senior and executive-level stakeholders where appropriate. Leads team projects or project steps within a broader project or has accountability for ongoing activities or objectives. Uses advanced analytical, technical, and problem-solving skills to adapt policies and programs and develop models to support small projects or the team.