Description: |
| The Customer Success Partner (CSP) serves as the primary business contact for the customer and is responsible for customer satisfaction. The CSP will build relationships with customers to encourage new and repeat business opportunities. In addition, the Customer Success Partner is responsible for ensuring that all Socialware customers drive continuous improvement through the application of social best practices. The CSP brings Socialware’s best ideas, innovations, and capabilities to customers and drives greater business value. |
Duties: |
Develop a trusted advisor relationship with customer executive sponsors such that all Socialware activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their social business strategy to be realized
Track all implementation and post-implementation adoption activities such that the overall success of the customer's social business strategy can be closely monitored including visibility to the executive sponsors
Proactively conduct strategic account reviews with all assigned customers on a regular basis to review service needs and usage trends.
Serve as a customer advocate in driving industry best practices and the evolution of Socialware product and platform functionality integral to the customer's success
Ensure that all customers derive maximum value from their investment in Socialware
Identify and grow opportunities within existing customers and collaborate with sales teams to ensure growth attainment
Possess a comprehensive understanding of all Socialware and Socialware partner products and services
Understand customer requirements, level of adoption of Socialware services and assess the risk in renewing the current contract
Successfully negotiate renewal contracts and pricing
Travel (up to 25%) to activities including: customer locations, user groups, user conferences, and industry events.
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Qualifications: |
10+ years relevant work; financial services experience highly desired
High level of social media experience
Proven effectiveness at leading and facilitating executive workshops
Proven experience in managing large and complex customer relationships
Strong presentation skills and credibility with C-level executives
Excellent written and oral communication skills
Willing to travel
BA/BS degree with MBA strongly preferred
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