We are looking for someone who can ensure the following outcomes for every customer:
- Deliver Value: Be able to deliver on, and communicate the value associated with the customer’s investment in solutions from our customer through the platform to guarantee retention & customer growth
- Drive Adoption: Drive adoption and usage of new products and features across multiple business units, teams, and markets within a single customer
- Establish Relationships: Establish and nurture relationships built on trust with every new customer, develop client and agency champions, and identify key stakeholders
- Strategic Business Partner: Become your customer’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with our customer
What Are Your Responsibilities
- Ensure that every customer derives the most value possible from the platform leading to retention and business expansion
- Identify, comprehend and clearly articulate customers' requirements to generate an end-to-end solution to their business challenges
- Develop a deep understanding of customer needs and tie them to specific use cases, product features, benefits and value propositions
- Identify platform gaps, and optimization opportunities; designing and configuring the appropriate solutions so client expectations regarding platform use-cases and functionalities are fulfilled
- Own & deliver the end-to-end configuration of solution based on the customer requirements
- You will handle the post go-live change management of configuration throughout the customer life cycle
- Be the hands-on product expert and ensure customer’s business goals are met
- Act as day-to-day contact for stakeholders in brand, agencies and for System Administrators
- Analyse and elevate customer’s consumption of contract, adoption of the product and generation of upsell or cross-sell
- Provide oversight on any additional enablement of the software deployment to be in line with current architecture and future client needs or business requirements
- Proactively identify opportunities to improve operational efficiencies and find suitable entities which could benefit from utilising AI to drive greater ROI
- Establish and nurture senior level relationships built on trust, develop client champions and identify key stakeholders
- Capture development areas for product improvement and collaborate with product managers and engineering for necessary corrective actions
- Actively make sure you are knowledgeable on native channel’s products package
- Work with clients to improve the social service itself and its alignment with the client's core business