Client Success Leader

Location UK / Working from Home

Job Type Permanent full-time

Salary Not disclosed

Updated 1 day ago

Reference 1418920

 Job Description

As a Client Success Leader, you will be the relationship owner of a portfolio of Global strategic clients on our Solv™ Platform.


Solv™ is an innovative new technology platform from global leader in customer management, Concentrix.

Solv™ enables you to support customers with total freedom – where you want, when you want, and for as long as you want.

WHAT WE’RE LOOKING FOR:

  • As a Client Success Leader, you will be the relationship owner of a portfolio of Global strategic clients on the Solv™ Platform.
  • You will optimize your clients’ experience of and value from Solv™ by being a trusted advisor helping them get the most from Solv™ by acting as their day to day support contact and as a strategic delivery and technology consultant, and drive growth.
  • As part of the Solv™ delivery team you will help clients understand trends, optimise customer success and explore technical queries to improve the efficacy of the platform. Furthermore, you will be at the frontline of our product development, gathering client suggestions and taking an active role in prioritizing our development roadmap.
  • This is an opportunity to bring your skills In relationship management, business development , business analytics and project management/customer success along with high level of curiosity about all things CX and expand your knowledge of all things remote and emerging tech.

WHAT YOU’LL DO

  • Ensure that clients feel empowered to use  Solv™ independently, and are seeing value from the platform.
  • Help clients feel a connection to the long term development of Solv™ and the wider Concentrix solutions portfolio.
  • Provide continuing education for customers to maximize platform usage.
  • Hit client success targets.
  • Own and assume ultimate responsibility for client satisfaction and growth for accounts in your name.
  • Act as your clients first point of contact for all strategy, and product training inquiries, as well as non-technical support questions.
  • Drive feature adoption through targeted on-going training of clients and demos.
  • Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their customers with Solv™  through ad-hoc communications, Quarterly Check-Ins and Quarterly Business Reviews.
  • Work with Onboarding Managers to seamlessly transition clients and a Solvers from on-boarding to active users.
  • Maintain ongoing regular contact with clients.

WHO YOU ARE

  • People say you’re a great communicator!
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. You leave people with the impression that you are really listening to them and understand their problem.
  • You’re known for being a “team player.” We just can’t emphasize this enough.
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
  • You have experience managing complex accounts or projects with sophisticated client team.
  • You have domain awareness of commonly used CRMs, gigeconomy and general knowledge of the BPO/customer management space.
  • 3 + years of experience