Specialist - Customer Success - IT

Role and Responsibilities:

- Onboarding: Lead the onboarding process for new customers, ensuring a smooth and successful transition onto our platform.

- Adoption: Drive adoption of our software by working with customers to identify their business goals and ensuring they are achieving their desired outcomes.

- Retention: Develop and execute a retention strategy for assigned accounts to ensure long-term customer satisfaction, retention, and renewal.

- Customer Advocacy: Act as the voice of the customer internally, advocating for their needs and collaborating cross-functionally to resolve issues and ensure customer success.

- Cross-sell and Upsell: Identify opportunities to expand the use of our software within assigned accounts and collaborate with the sales team to close deals.

- Metrics and Reporting: Track and report on key customer success metrics, including adoption, retention, and upsell/cross-sell opportunities.

- Perform deep data analysis to answer the client's strategic questions, and drive action

- Move the needle with respect to the client's KPIs and continuously showcase the value of CommerceIQ's platform throughout the engagement period.

What are we looking for?

- At least 3-4 years of experience.

- Proven track record of establishing themselves as a strategic trusted advisor to clients

- Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels

- Very Strong written and verbal presentation/communication skills (ESSENTIAL)

- Self-starter who can own ongoing customer success of both large and small clients

- Ability to report and share client's status on a timely/pre-defined interval

- Experience in B2B startup would be preferred