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Customer Success Consultant

Company: Phocas Software
Location: Costa Mesa
Posted on: November 20, 2022

Job Description:

The Customer Success Consultant is a complex, highly visible and cross-functional role requiring a proactive and reactive perspective. As a CS Consultant, you are responsible for representing a portfolio of clients within the Phocas business, and interfacing with all departments to ensure customer delight. You will be the liaison who engages with internal Customer Experience, Development, Marketing teams and external Partners. Deliver feel good CX to customers! That's it. One job. Off you go, to ensure our customers success! What you'll need to blow our customers away:

  • A passionate desire to use your skills to improve the way we deliver our products and solutions to customers.
  • An empathetic approach to communication. Natural ability to explain clearly and effectively.
  • A sense of fun and a genuine desire to work with people from all backgrounds daily. What you'll do to create a seamless experience: General Customer Management
    • Manage assigned accounts through developing and nurturing strong, positive, proactive relationships and understanding the customers' business and technical needs.
    • Be a Point of Contact for clients to document their business needs, technical requirements and provide solutions.
    • Troubleshoot and solve customer problems where appropriate, alternatively be able to escalate issues to applicable internal resources.
    • Continuous customer engagement to increase adoption, daily use, and expansion of Phocas' products; increase brand awareness, product presence and revenue generation opportunities.
    • Proactively drive customer education through training sessions and attendance.
    • Maintain and update customer information and engagement activities in CRM system (HubSpot).
    • Research and maintain knowledge of competitors to strategically position Phocas' products, services and solutions better. Customer Retention
      • Ensuring customers are using Phocas' products and obtaining the highest value.
      • Build strong customer relationships to help proactively mitigate the risk of churn.
      • Identify "at risk" customers and provide regular updates to appropriate management. Voice of the Customer
        • Following up on surveys and gaining permission from happy customers to use their feedback in various forms of reference activities.
        • Identifying and speaking intelligently about new business opportunities by understanding customer. Create your happy place! - We're a business planning and analytics company on a mission to make people feel good about data. Since 2001, we've helped thousands of companies turn complex business data into performance boosting results. Despite our global status, we've held on to our start-up roots. The result is a workplace that's fast, exciting and designed for fun.We know that fun is different for everyone. So, if you want to get creative with problem solving, lead a project, save the planet, or leave early to sweat it out in a hot yoga studio, you'll have our full support. As long as you're doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will thank you.
          • 2-3 years experience in a customer-facing Account Management and/or Support role.
          • Prior experience within SaaS business.
          • Strong business acumen; background in Accounting/ Finance highly desired.
          • Experience/ knowledge in key verticals such as Manufacturing, Distribution or Retail preferred.
          • Strong customer service skills, ability to build relationships and network.
          • Be a self-starter with high energy and positive attitude.
          • Multi-tasker with strong time management and planning skills; ability to take initiative and to prioritize tasks.
          • Be able to work independently with minimal supervision but also be a team player.
          • Be motivated by situations where you are held accountable for results and responsible for eventual outcomes.
          • Proficiency with Microsoft Office Suite. Salary Range: $80,000 to $95,000
            • Health Care Plan (Medical, Dental & Vision)
            • Retirement Plan (401k, IRA)
            • Life Insurance (Basic, Voluntary & AD&D)
            • Paid Time Off (Vacation, Sick & Public Holidays)
            • Family Leave (Maternity, Paternity)
            • Short Term & Long Term Disability
            • Training & Development
            • Work From Home
            • Wellness Resources
            • Stock Option Plan Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.#LI-Hybrid #LI-TD1

Keywords: Phocas Software, Costa Mesa , Customer Success Consultant, Professions , Costa Mesa, California

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