Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
About the role
- Customer Success Manager at CHEP responsible for onboarding, training, and driving product adoption with North American clients. Engaging with diverse professionals to enhance customer outcomes and sustainability.
Responsibilities
- Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
- Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
- Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
- Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
- Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
- Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
- Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns.
- Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.
Requirements
- Bachelor’s degree in a relevant field or equivalent experience
- Certifications in Change Management or Customer Experience
- Client Relationship Management : Skilled in building and maintaining strong, long-term customer relationships through frequent interaction and proactive engagement.
- Problem-Solving & Issue Resolution : Experienced in identifying customer pain points and delivering tailored solutions, particularly in digital supply chain environments.
- Industry Knowledge : Familiarity with supply chain, logistics, manufacturing, or retail sectors, and hands-on experience with digital tracking solutions.
- Project Management : Ability to coordinate tasks, timelines, and goals for customer-related projects.
- Technical Skills : Proficient with SaaS platforms and data analysis tools.
- Soft Skills : Strong communication, active listening, empathy, and conflict resolution capabilities.
- Upselling & Renewal : Proven ability to identify and support upsell and cross-sell opportunities.
Benefits
- Hybrid Work Model
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