Role Summary: This role is dedicated to ensuring our customers achieve their desired outcomes while using our products and services. The incumbent will act as a trusted advisor, driving customer engagement, satisfaction, and retention.
Job Specifications:
- Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Establish a trusted and strategic advisor relationship to help drive continued value of Tenneo Product and Services
- Serve as day-to-day contact for assigned accounts, building trust and rapport, highlighting best practices, and documenting them
- Collaborate, problem solve, and/or strategize client review meetings and demonstrate the value delivered by the system
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members
- Analyze trends in C-Sat/NPS scores to identify areas of improvement
- Work with the sales and marketing team to drill customer references and develop case studies
- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize growth, and communicate learnings
- Maintain existing customer success metrics and data as directed