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 ensuring B2B SaaS clients in the public sector achieve their goals. Collaborating with cross-functional teams and building relationships with key stakeholders.
Responsibilities
- Develop a deep understanding of our B2B SaaS product and its use cases in the public sector.
- Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
- Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
- Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
- Collaborate with senior Customer Success Managers and cross-functional teams to ensure customers receive exceptional service.
- Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
- Prepare customer estimates, quotes and contract amendments managing upsell opportunities in Salesforce.
- Monitor customer health indicators and respond to potential risk factors for customer retention.
- Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
Requirements
- Bachelor's degree in business, communications, computer science, or related field.
- 1 + year(s) of experience in customer success, customer support, or a related field.
- Proven track record of developing and implementing successful customer experience strategies.
- Experience in project management, including the ability to manage multiple projects simultaneously.
- Proficient in Salesforce, Microsoft Office, and other relevant software applications.
Benefits
- Competitive wages
- Wellness days
- Community Engagement Committee
- Flexible workday
- Benefits
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