About The Position
Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of ServiceChannel's product offering throughout the customer lifecycle. Establish and supervise the customer's adoption, training and development, and utilization of ServiceChannel's products to continually drive incremental value. Build and execute success plans for each customer in your book of business. Foster client engagement with the ServiceChannel Analytics platform, empowering clients to make informed, data-driven decisions. Manage technical integrations for key customers and strategic accounts. Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations. Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are executed. Proactively communicate relevant ServiceChannel news and product developments to clients. Collect and communicate customer feedback to drive ongoing product improvements. Work cross-functionally with ServiceChannel teams to set strategies for customer success. Be a client advocate, while keeping ServiceChannel values and initiatives in mind. Provide internal communications regarding Customer's configuration, usage information, satisfaction of the system and churn risk. Provide light training and guidance to clients and service providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery. Create and conduct quarterly or annually Business Reviews with your customers.
Requirements
- Bachelor's Degree
- 2+ years with customer success, project management or support
- Proven examples of Successful Client Outcomes and Value Delivery
- Excellent written and verbal communication, strong interpersonal skills
- Ability to travel 2-3 times a quarter.
- Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences.
- Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy.
- Comfortable scheduling, managing and running presentations, both remotely and on-site, with internal and external senior leaders and team members.
- Solid project management skills with ability to multitask and prioritize.
- Experience driving organizational change initiatives.
- Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.
- Strong attention to detail.
- Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the client as well as following processes correctly.
- Adaptive and responsive to feedback and open to updating processes where required.
- Collaboration and teamwork.
- While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts.
- Willingness and desire to ask, learn, advance, and engage with other team members in order to obtain team excellence.
Nice To Haves
- Experience and/or familiarity with ServiceChannel
- Facility Management or Procurement/Finance experience or Customer Success experience
- Experience with Salesforce and Gainsight
Responsibilities
- Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy
- Drive the full potential and adoption of ServiceChannel's product offering throughout the customer lifecycle
- Establish and supervise the customer's adoption, training and development, and utilization of ServiceChannel's products to continually drive incremental value
- Build and execute success plans for each customer in your book of business
- Foster client engagement with the ServiceChannel Analytics platform, empowering clients to make informed, data-driven decisions
- Manage technical integrations for key customers and strategic accounts
- Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations
- Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are executed
- Proactively communicate relevant ServiceChannel news and product developments to clients
- Collect and communicate customer feedback to drive ongoing product improvements
- Work cross-functionally with ServiceChannel teams to set strategies for customer success
- Be a client advocate, while keeping ServiceChannel values and initiatives in mind
- Provide internal communications regarding Customer's configuration, usage information, satisfaction of the system and churn risk
- Provide light training and guidance to clients and service providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery
- Create and conduct quarterly or annually Business Reviews with your customers
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
