Customer Experience Champion

1 week ago


Lahore, Punjab, Pakistan Cloudelligent Full time

As a Client Success Strategist at Cloudelligent, you will play a vital role in driving customer satisfaction and growth. We are looking for a highly skilled and experienced professional to join our team and lead the way in delivering exceptional customer experiences.

Key Responsibilities:

  • Serve as the primary point of contact for assigned clients, understanding their business needs, challenges, and objectives.
  • Collaborate with the sales and technical teams to onboard new clients, ensuring a seamless transition and alignment of expectations.
  • Develop and execute tailored customer success plans to drive product adoption and ensure successful implementation of our cloud solutions.
  • Proactively engage with clients to provide guidance, support, and strategic advice to optimize their use of Cloudelligent services.
  • Conduct regular check-ins, monthly or quarterly business reviews, and health assessments with clients to assess satisfaction levels and identify opportunities for growth or improvement.
  • Act as an advocate for clients within Cloudelligent, championing their needs, feedback, and requirements to internal teams.
  • Work closely with the support team to address and resolve any client issues or concerns promptly.
  • Identify upsell and cross-sell opportunities based on an understanding of clients' evolving needs and Cloudelligent service offerings.
    • Monitor key performance metrics, such as customer satisfaction scores, renewal rates, and expansion revenue, and take necessary actions to drive improvements.
    • Contribute to the continuous improvement of customer success processes, best practices, and methodologies.

Requirements:

  • Bachelor's degree in Business Administration, Computer Science, or a related field.
  • Proven experience of 3 years as a Customer Success Manager or similar role within a managed service provider or cloud technology company.
  • Strong understanding of cloud services, particularly AWS, and experience working with SMBs, enterprises, and public sector organizations.
  • Exceptional relationship-building and communication skills, with the ability to engage effectively with stakeholders at all levels.
  • Strategic mindset with the ability to understand clients' business objectives and translate them into successful cloud solutions.
  • Proficiency in analyzing data and metrics to derive insights and make data-driven decisions.
  • Customer-focused mindset with a passion for ensuring customer satisfaction and success.
  • Ability to thrive in a fast-paced, dynamic environment with a diverse client base.
  • Experience and willingness to learn new skills and technologies.
  • AWS Cloud Practitioner certification (required within first 30 days of employment).


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