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Customer Success Analyst

  • Location:

    Ireland

  • Sector:

  • Job type:

    Permanent

  • Contact:

    Claire Moloney

  • Job ref:

    5296

  • Published:

    about 1 month ago

Job Responsibilities

  • Develop trusted advisor relationships with customer executive sponsors and key stakeholders, to ensure the clients activities are closely aligned with the customer's success strategy, allowing the full potential of the solution to be realized.
  • Promote maximum value from their investment, identify new opportunities, and collaborate with CSM/sales teams to ensure growth attainment and increased footprint.
  • Coach customers to ensure they are leveraging all available resources e.g. Help & Training, User Groups, webinars, etc.
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.
  • Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.
  • Identify risks to the customer achieving their stated success criteria and work with both internal and customer teams to build a risk mitigation plan.
  • Serve as a customer advocate in driving industry best practices and the evolution of the clients products and services, which are integral to the customer's success.
  • Possess a comprehensive understanding of the clients solutions in order to serve as a product subject matter expert (SME) to identify and influence cross-sell/upsell opportunities.
  • Maintain accurate information of all customer interactions and customer intelligence data using Salesforce.com or any other application used by the client..

Knowledge, Skills, and Experience:

  • BA/BS degree or equivalent experience
  • 1-2 years’ experience in a customer or technical support role
  • Experience with cloud based/SaaS solution offerings, preferably with contract lifecycle management, Salesforce.com or Conga
  • Ability to build strong rapport, establish trust and credibility through a consultative approach with diverse stakeholders from Executive level down
  • Ability to drive cross functional business and technical teams to achieve customer’s desired outcomes
  • Excellent communication, presentation, time management and project management skills
  • Competent in Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce.com
  • Ability to maintain high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
  • Must be a highly motivated, self-starter, who performs well working independently, but is also a team player
  • Proven record of meeting customer retention goals
  • European languages would be an advantage