Customer Success Consultant

PURPOSE OF ROLE:

• Build and maintain strong customer relationships that drive adoption, retention, and long-term success.
• Ensure customers achieve their desired business outcomes through the company’s software solutions and services.
• Act as a trusted advisor to customers, promoting satisfaction, growth, and advocacy.
• Serve as the customer’s voice within the organization, ensuring feedback informs solutions and service improvements.

OBJECTIVES OF ROLE:

• Retention – Strengthen customer loyalty by proactively managing relationships and resolving issues before they escalate.
• Satisfaction – Drive high customer satisfaction through regular check-ins, feedback loops, and timely support.
• Adoption – Ensure customers gain maximum value from solutions by promoting effective use of features and services.
• Expansion – Identify and support opportunities for customers to expand usage of the company’s solutions and services.
• Advocacy – Turn satisfied customers into advocates by encouraging case studies, testimonials, and referrals.

RESPONSIBILITIES:

Customer Onboarding & Adoption

• Lead onboarding and training for new customers.
• Ensure smooth implementation and early realization of value.
• Promote adoption of key features aligned with customer goals.

Relationship Management

• Act as the primary point of contact for assigned accounts.
• Build strong, long-term relationships with decision-makers and end users.
• Conduct regular business reviews to measure progress and outcomes.
• Manage large-scale onboarding programs for EDI trading partners, including:
• Close collaboration with delivery teams to ensure on-time project completion.
• Weekly and monthly internal and external stakeholder meetings.
• Preparing and sharing progress reports with internal and external stakeholders.
• Escalating risks or issues internally to safeguard delivery timelines.

Understanding Customer Needs

• Analyze customer requirements and recommend suitable solutions in consultation with Delivery and Product teams.
• Perform high-level gap analysis between customer requirements and available solutions, collaborating with Product and Delivery teams to enhance offerings where possible.

Issue & Risk Management

• Monitor customer health, identifying risks such as low adoption or dissatisfaction.
• Coordinate with support, delivery, and product teams to resolve escalations quickly.

Commercial Support

• Prepare quotations for EDI integration and production change requests for existing customers.
• Assist revenue teams in pre-sales activities, including solution demonstrations, proposals, RFP/RFI responses, and customer presentations.

REQUIREMENTS:

• Strong business acumen and consultative approach.
• Excellent communication and interpersonal skills.
• Ability to understand customer business and business structure
• Strong conflict resolution and problem-solving skills.
• Proficiency with CRM tools.
• Solid knowledge of the software industry, particularly EDI/integration and related business processes (e.g., Accounts Payable/Receivable).
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Fluency in English, spoken and written.
• Experience working in a global, virtual team environment with multiple projects.
• Project management experience, including use of tools for planning and presentations.