- Function Building & Leadership:
- Establish and define the account management and customer success functions, including the creation of processes, workflows, and best practices that align with our business goals.
- Build and lead a high-performing team of account managers and customer success professionals, setting the foundation for future growth and scalability.
- Develop and execute a strategic vision that integrates both our SaaS offerings and consulting services, ensuring a cohesive approach to client engagement and success.
Client Engagement & Retention:
Serve as the primary point of contact for key clients & internal stakeholders, building strong relationships and ensuring they derive maximum value from our SaaS solutions and consulting services.
Lead the development and execution of client engagement strategies that drive satisfaction, retention, and expansion.
Design and implement frameworks for tracking and improving customer success metrics, including satisfaction, retention, and upsell/cross-sell opportunities.
Consulting & Professional Services Support:
Collaborate closely with our consulting and professional services teams to ensure seamless delivery of strategic engagements, from initial scoping to execution and follow-up.
Provide strategic guidance to clients, helping them integrate our solutions into their broader business strategies and achieve measurable outcomes.
Lead efforts to align our account management and customer success activities with consulting engagements, ensuring a unified approach to client success.
Operational Excellence:
Develop and refine operational processes to ensure efficient and effective client management, including onboarding, adoption, and ongoing support.
Implement tools and systems to support the account management and customer success functions, including CRM, analytics, and customer feedback mechanisms.
Regularly assess and optimize workflows to ensure the highest levels of client satisfaction and operational efficiency.
Growth & Expansion:
Drive the identification and pursuit of new business opportunities within existing accounts, working in tandem with sales and marketing to support expansion strategies.
Establish a scalable model for customer success that can grow with the company, including the development of training programs, success plans, and client education initiatives.
Advocate for the voice of the customer internally, influencing product development and service offerings to better meet client needs.