Description:
The Customer Success team is a dynamic global organization where the work evolves daily. The team develops and executes data-driven processes to deliver a world-class customer experience. Your focus may include client migrations, onboarding new users, or supporting global strategic accounts across the corporate segment.
Responsibilities And Impact
- Lead proactive and innovative customer engagement initiatives in close collaboration with Marketing, Product, Account Management, and Sales teams. Cultivate strong relationships with power users and key stakeholders.
- Develop specialization in key industry verticals or customer segments. Stay attuned to client business objectives and market trends to identify tailored solutions. Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows.
- Continuously deepen understanding of Data & Research products and services, including new features and offerings. Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives.
- Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements. Maintain strong relationships across user personas.
- Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives.
- Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization.
- Monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business interests to support in the develop of renewal proposals and potentially identify upsell opportunities
- Capture and synthesize client feedback, ensuring enhancement requests are routed to the appropriate product stakeholders. Influence product roadmaps by surfacing customer insights and trends.
- Evolve the digital customer engagement strategy to scale impact across the userbase. Leverage webinars, digital channels, automation tools, and data insights to drive product adoption.
- Leverage CRM and engagement platforms (e.g., Salesforce, ChurnZero) to plan, track, and optimize client interactions and campaigns.
What We’re Looking For:
Basic Required Qualifications
- Bachelor's degree
- Strong MS office (Word, Excel, PowerPoint) skills
- 3-5 years work experience
- Positive, proactive attitude and ability to work well in teams
- Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
- Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction
- Goal and action orientated, with ability to organize, multi-task and prioritize in a fast-paced environment
- Experience in a consultative sales or a client facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations