*This post was created on behalf of one of Bravado’s clients.
Our client is a company dedicated to transforming the way organizations attract and retain top talent, addressing one of the most significant challenges in HR—talent attraction and retention, which 84% of HR professionals cite as a primary issue (according to SHRM). Their mission extends beyond being just a platform for recruitment professionals. They aim to spark change in the industry by fostering innovation, collaboration, and delivering measurable results.
By connecting HR technology vendors with buyers, they helps companies find the right tools and technologies to solve their hiring challenges. Their approach enables organizations to optimize their recruitment processes and ensure they have the right tech stack in place to streamline operations and achieve better hiring outcomes.
Location: United States of America (Remote)
Responsibilities:
- Develop and implement strategies to ensure customer satisfaction, retention, and growth across all client accounts.
- Foster long-term partnerships with key stakeholders, understanding their business goals and aligning company services to meet their needs.
- Oversee the customer onboarding process, ensuring clients are fully equipped to utilize the company's products and services effectively.
- Serve as the voice of the customer internally, collaborating with product, sales, and marketing teams to improve services based on client feedback.
- Monitor customer health metrics, anticipate challenges, and provide proactive solutions to ensure customer satisfaction and renewal.
- Lead and mentor the Customer Success team, driving performance, fostering professional growth, and ensuring high-quality client interactions.
- Identify opportunities for account expansion, working closely with the sales team to introduce new products or services that align with client goals.
- Implement processes to drive renewals and minimize churn, maintaining a high level of client satisfaction and engagement.
- Provide clients with regular performance reports and insights, highlighting the value delivered and suggesting areas for improvement.
- Address and resolve any customer issues or concerns in a timely and professional manner, ensuring that clients feel heard and supported.
Qualifications:
- Preferred in Business, Marketing, Communications, or a related field. An MBA or advanced degree is a plus.
- 5+ years of experience in customer success, account management, or a related role, ideally in SaaS or technology-driven companies.
- Demonstrated success in leading and managing a customer success or account management team.
- Excellent verbal and written communication skills, with the ability to build relationships with C-level executives and stakeholders.
- A deep understanding of customer needs, with a focus on delivering exceptional service and ensuring customer satisfaction and retention.
- Ability to develop and implement customer success strategies that drive results, increase satisfaction, and support business growth.
- Strong analytical and problem-solving skills, with the ability to anticipate challenges and proactively offer solutions.
- Capable of managing multiple client accounts, projects, and deadlines simultaneously with attention to detail.
- Familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms, along with an understanding of SaaS business models.
- Experience using data and metrics to monitor customer health, drive insights, and inform decision-making.
- Ability to thrive in a fast-paced, dynamic environment and manage change effectively.
- Proven ability to manage difficult situations, resolve conflicts, and negotiate successful outcomes for both the company and the client.
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