Permanent remote role. Candidate can be located anywhere in the U.S.
The Customer Success Advisor is responsible for building and maintaining post sales strategic relationships with Enablon assigned accounts. This role will serve as a trusted advisor to accounts in complex industries, providing strategic vision, technical insights, and domain knowledge to ensure customer success and system adoption.
Responsibilities:
- Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform.
- Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results.
- Function as a frontline technical resource for Enterprise Account Managers and formal/informal customer questions.
- Develop key relationships in an account to diversify client contact touch points and interaction frequency.
- Engaging with customer support and product management as a customer advocate to ensure speedy resolution of customer issues.
- Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution.
- Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunities.
- Lead coordination efforts between clients and internal teams to ensure seamless service delivery.
- Regularly assess customer satisfaction and implement improvements.
Skills:
- Industry Domain: Experience within the EHS industry required
- Advanced Client Management: Proficiency in nurturing and maintaining deep client relationships, customer advocacy, and engagement within post-sales or professional service environments
- Strategic Data Analysis: Ability to perform comprehensive data analysis.
- Effective Presentation: Expertise in delivering persuasive presentations.
- Integrated Coordination: Skill in facilitating collaboration across multiple teams in a matrixed environment
- Advanced Sales Knowledge: Deep understanding of sales methodologies and practices.
- Complex Issue Resolution: Proficiency in addressing and resolving intricate client issues while providing consistent and high levels of customer satisfaction and retention
Travel Requirements:
- 10-40% percent travel required depending on quarterly cycles & customer needs
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
