Customer Success Consultant

About This Role: Your Journey to Customer Success Starts Here

This description offers a glimpse into the Customer Success Consultant
role. Ready to dive deeper? Click the ‘Apply’ button to uncover all the details!

Shape the Future of Customer Relationships as a Customer Success Consultant

Are you passionate about ensuring customers not only succeed but thrive? Do you
excel at building strong relationships and driving impactful solutions? If so,
we invite you to join our team as a Customer Success Consultant. In
this pivotal role, you’ll be a champion for our clients, driving retention,
fueling sales growth, and cultivating opportunities for future collaboration.

You will have the opportunity to develop success plans in cooperation with the
client and coordinate the activities necessary to deliver on the plan. You’ll
work closely with clients to understand their unique needs and challenges, and
you will implement success plans with a client-focused approach. As a Customer
Success Consultant you will coordinate with the sales team on upsells, and
find ways to promote retention.

What You’ll Do: A Day in the Life

• Craft and Execute Success Plans: Collaborate with clients to
  develop tailored success plans and orchestrate the activities needed to bring
  them to life.
• Drive Upsells: Partner with the sales team to identify and
  capitalize on opportunities for account growth.
• Master Issue Management: Skillfully navigate issue resolution,
  escalating internally when necessary and proactively managing client
  expectations.
• Lead Engaging Interactions: Organize and facilitate impactful
  customer interactions, ranging from weekly check-ins to comprehensive workshops.
• Streamline Operations: Tackle internal administrative tasks to
  keep our team well-informed and ensure seamless business operations.
• Leverage Data for Efficiency: Utilize tools and data to
  establish repeatable processes that simplify Customer Success across diverse
  client segments, including direct-to-consumer clients, health plans, and
  primary care clinics.
• Develop Actionable Reports: Build both ad hoc and strategic
  reports to provide valuable insights and drive data-informed decisions.
• Analyze Needs and Provide Solutions: Thoroughly analyze client
  needs to identify the most effective solutions.
• Facilitate Knowledge Sharing: Identify opportunities for
  valuable data and knowledge exchange between teams.
• Automate and Optimize: Proactively identify and eliminate
  opportunities to reduce repetitive tasks and improve efficiency.
• Manage Internal Health Accounts: Provide ongoing support and
  oversight to manage internal health accounts effectively.

What You’ll Bring: Your Skills and Experience

• Education: Bachelor’s degree or equivalent professional
  experience.
• Experience: 5+ years of relevant experience in customer
  success, account management, or a related field.
• Strategic Thinking: Ability to seamlessly blend technology and
  business strategy to develop impactful customer account success plans.
• Communication Excellence: Exceptional listening,
  communication, and presentation skills, with the ability to effectively
  influence stakeholders at all levels, including C-level executives.
• Product Expertise: Comfortable and confident in delivering
  engaging product demonstrations.
• Leadership Qualities: Strong leadership skills, including a
  strong sense of ownership and confidence tempered with humility.
• Analytical Mindset: Process-driven and analytical thinker with a
  natural intellectual curiosity.
• Adaptability: High level of comfort in fast-paced environments,
  with a proactive, self-starter mentality and a willingness to roll up your
  sleeves.
• Tech Savvy: Comfortable using or being coached on Customer
  Success tools such as Gainsight, Salesforce, Tableau, and Google Suite
  (Docs, Spreadsheets, Gmail, Google Drive, etc.).

Compensation & Benefits

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

We offer a comprehensive benefits package, including medical, dental, and vision
insurance; paid time off; and opportunities for professional development.

Physical Demands

This role requires manual and finger dexterity, as well as eye-hand coordination.
The position involves standing, walking, and sitting for extended periods of
time. Occasionally, lifting and carrying items up to 20 pounds may be required.
Normal ranges of corrected vision, hearing, and speech are also necessary.