Customer Success Consultant
1 month ago
Previous experience in B2B SaaS onboarding/Customer Success roles, ranging from1 to 3 years, is required.-
Demonstrated enthusiasm for technology, especially within the realm of HR technology, is essential.Skills:Effective Communication: Proficiency in both verbal and written communication is crucial for client interaction, comprehension of their needs, and the clear conveyance of information.Relationship Cultivation: Building and maintaining positive client relationships is pivotal for fostering trust, loyalty, and satisfaction.Empathy and Active Listening: Understanding and empathizing with clients' concerns, and actively listening to their feedback, are key components for addressing their needs effectively.Problem-Solving: The ability to identify and resolve client issues, whether technical or operational, is vital for ensuring satisfaction and retention.Product Mastery: Comprehensive understanding of the product or service is necessary to offer valuable insights, support, and guidance to clients.Project Management: Strong organizational and project management skills are essential for managing multiple client accounts and ensuring seamless implementation and delivery of services.Analytical Aptitude: Analysing data and metrics to track client success, pinpoint areas for improvement, and make data-driven decisions is crucial for optimizing customer outcomes.Adaptability: Being adaptable to evolving client needs, industry trends, and internal processes is necessary to effectively support clients and drive success.Job Description:>
Enhance client utilization of Akrivia modules and formulate strategies to aid in maximizing their product/module usage.>
Ensure timely and efficient resolution of all client support queries/tickets.>
Proactively deliver product training, communicate feature updates, and offer refreshers to clients.>
Conduct quarterly business reviews with senior stakeholders to align product deliveries with client business objectives.>
Address client inquiries, complaints, and concerns adeptly to ensure positive customer experiences and outcomes.>
Assist clients in aligning Akrivia products with their existing policies and procedures.>
Develop tailored solutions to meet client needs utilizing available features and functionalities.>
Facilitate product adoption by ensuring client contacts understand various features and benefits and receive adequate training for effective utilization.>
Monitor customer healthmetrics proactively, identifying signs of churn risk, and implementing strategies to enhance customer retention and drive renewals.>
Solicit feedback from customers regarding their experiences, pain points, and suggestions for improvement, utilizing this input to inform product development and service enhancements.
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