Job purpose
As a Principal - Costumer Success, you will cultivate and maintain strong
relationships within assigned accounts, ensure high levels of customer
satisfaction, facilitate the delivery of customers desired business outcomes,
leading to strong renewals, retention and growth opportunities. You will work
closely with our customers alongside sales, service delivery, PMO, product
management and Finance teams to ensure our services are delivered
successfully.
What will you do?
Develop customer success plans (mutually agreed with customer) and
monitor/report performance
* Monitor and report customer health and develop plans for improvements where risks/issues are identified
* Build relationships with assigned customers, help them with issues and continually delight them with a positive, customer centric attitude.
* Work closely with customers to ensure that they are finding value in our products and services.
* Collaborate with internal teams to facilitate early increased adoption and maximum product usage
* Be a customer advocate, capturing customer feedback, reporting requests to respective teams and identifying opportunities for improvements
* Collaborate with internal stakeholders for the delivery of high-quality service and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans
* During onboarding, ensure that customers are properly trained and educated on product usage; so their adoption time is minimized
* Be the voice of the customers in the company, providing the suitable balance between the customer's requests and the company's vision.
* Identify need for improvement in process and work collaboratively across teams to effect this
* Develop and share best practices with team members to continually improve quality, effectiveness and efficiency of our processes
* Be commercially minded and work in close proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension
What do you need to know?
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