Job Description Summary

The Customer Success Consultant is responsible for ensuring customer success satisfaction with firm products and services to ensure retention and sales growth. Works with clients to cultivate future projects and qualify new opportunities. Responsible for work or projects that impact functions or the enterprise; owns and works on projects or processes under limited supervision.

How will you make an impact & Requirements

Customer Success Consultant

Position Qualifications/Essential Functions:

– Develop Success Plans in cooperation with the client and coordinate the activities necessary to deliver on the plan.
– Coordinate with the sales team on upsells
– Must be well versed in issue management, including appropriate escalation internally and expectation management with the client.
– Organize and lead effective customer interactions, from weekly meetings to day-long workshops
– Execute the internal administrative tasks necessary to keep our team informed and manage the business.
– Use tools and data to create repeatable processes to make Customer Success easier – this includes all facets of the business including direct-to-consumer clients, health plans and primary care clinics
– Build both ad hoc and strategic reporting
– Perform needs analysis to determine the right solution for a problem/question
– Identify opportunities for data/knowledge exchange
– Identify opportunities to eliminate repetitive work
– Provide support and oversight to managing the internal health (house) account

Education/Experience: 

– Bachelor’s degree or equivalent experience
– 5 years’ experience

Additional/Preferred Qualifications:

– Strategic thinker who is capable of blending technology and business strategy to develop customer account success plans
– Excellent listening, communication and presentation skills; influence effectively at all levels of the organization, including C-level
– Comfortable giving product demonstrations
– Possess strong leadership skills including: strong sense of ownership, confidence with humility
– Process-driven, analytical thinker and intellectual curiosity
– High level of comfort with fast-paced environments; self-starter, ready to roll up your sleeves
– Comfort level or ability to be coached on Customer Success Tools: Gainsight, Salesforce, Tableau, Google Suite (Docs, Spreadsheets, Gmail, google drive, etc.)

Demonstrated Attributes: 

– Proactive and accountable for key deliverables
– Excellent listener, able to synthesize expressed and unmet needs and then guide conversation to move prospect along consideration path
– Outstanding time management skills, attention to detail, and sense of urgency to achieve goals
– Confidence to make decisions in response to changing conditions
– Excellent written and verbal communicator

Physical Demands: – Manual and finger dexterity and eye-hand coordination
– Requires standing, walking, and sitting for extended periods of time
– Occasionally lift and carry items up to 20 pounds
– Requires corrected vision, hearing, and speech within normal ranges

Compensation:  $81,492K – $101,865K & bonus eligible