Customer Success Architect – Join a Leading Tech Innovator
Salary undisclosed
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We are looking for a Customer Success Architect (CSA) to help clients maximize the value of cutting-edge solutions, ensuring they achieve their desired results and realize the maximum return on investment. This is a customer-facing role, and the CSA may regularly be present onsite at customer premises.
Responsibilities:
• Take ownership of a select group of strategic customer accounts.
• Build and maintain strong relationships with senior stakeholders within the customer’s organization.
• Onboard customers and assist them in defining and achieving their success criteria.
• Act as the primary advocate for customers, ensuring their objectives and outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts, outlining customer goals and timelines.
• Serve as a point of escalation for customer issues and collaborate with internal teams to ensure timely resolutions.
• Drive upsell and cross-sell opportunities within the customer base.
• Collaborate with Sales Specialists to identify and pursue new expansion opportunities.
Required Experience & Education:
• A Bachelor’s degree or equivalent combination of education and experience. Advanced degrees such as an MBA are preferred.
• Certified Customer Service Manager (CCSM) – Level 4 or higher preferred.
• Proven experience in customer success management and managing large customer accounts.
• Experience in cloud operating models, project/program management, and related technologies.
• 7-10 years of direct, relevant work experience.
• Able to work under contract basis.
Skills & Knowledge:
• Strong understanding of the technology industry, including emerging trends and cloud computing.
• Excellent communication skills and the ability to effectively convey value propositions to customers.
• In-depth knowledge of customer success methodologies, financial metrics, and customer lifetime value (CLV).
• Leadership and collaboration skills with the ability to manage cross-functional teams.
• Knowledge of ITIL/ITSM, Agile, DevOps, and public cloud architecture.
Benefits:
• 1-month completion bonus upon completing 12 months of service
• Replacement leave if a public holiday falls on a Saturday
• AIA insurance coverage
If you're passionate about building customer relationships and leading technology success strategies, we would love to hear from you!
Responsibilities:
• Take ownership of a select group of strategic customer accounts.
• Build and maintain strong relationships with senior stakeholders within the customer’s organization.
• Onboard customers and assist them in defining and achieving their success criteria.
• Act as the primary advocate for customers, ensuring their objectives and outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts, outlining customer goals and timelines.
• Serve as a point of escalation for customer issues and collaborate with internal teams to ensure timely resolutions.
• Drive upsell and cross-sell opportunities within the customer base.
• Collaborate with Sales Specialists to identify and pursue new expansion opportunities.
Required Experience & Education:
• A Bachelor’s degree or equivalent combination of education and experience. Advanced degrees such as an MBA are preferred.
• Certified Customer Service Manager (CCSM) – Level 4 or higher preferred.
• Proven experience in customer success management and managing large customer accounts.
• Experience in cloud operating models, project/program management, and related technologies.
• 7-10 years of direct, relevant work experience.
• Able to work under contract basis.
Skills & Knowledge:
• Strong understanding of the technology industry, including emerging trends and cloud computing.
• Excellent communication skills and the ability to effectively convey value propositions to customers.
• In-depth knowledge of customer success methodologies, financial metrics, and customer lifetime value (CLV).
• Leadership and collaboration skills with the ability to manage cross-functional teams.
• Knowledge of ITIL/ITSM, Agile, DevOps, and public cloud architecture.
Benefits:
• 1-month completion bonus upon completing 12 months of service
• Replacement leave if a public holiday falls on a Saturday
• AIA insurance coverage
If you're passionate about building customer relationships and leading technology success strategies, we would love to hear from you!