Customer Success

Description:

CS, ADOPTION/USEAGE

• Developing and executing proactive, creative, and ongoing contact initiatives in partnership with the marketing and relevant account team(s).
• Drives continuous service improvement with ultimate goal/focus of product adoption and usage growth.
• Evolves the profiles on accounts including all affiliations, geographic presence, and business interests through Sales Force.
• Educate and spread awareness within the client-base about our capabilities to increase usage, leveraging the knowledge of product specialists Increase adoption/usage by focusing on distinct users to increase usage and overall increase in number of users
• Provide platform, product functionality and new release training (on-site or virtually) specific to a user job function and gather client feedback to support product enhancements.
• In partnership with our usage analytics team, 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
• Ongoing learning, and deepening that knowledge, of the suite of products and services offered and ongoing enhancements and new offerings and how they relate to customers
• Understand customer business and market trends and suggest ways to help clients address them through education on the product and/or connecting them with the right people internally to address those needs
• Ensure enhancement requests from clients are routed to product stakeholders.
• Leverage internal sales tools to optimize client engagement, eg. CRM and Cadence systems