Job Description
Position Details
Join our team and build your career with NiVRT
Introduction
NīVRT s mission is to provide “Customer Success out-of-the-box for small-to-mid size product companies 3 (incl. SaaS) to retain customers, grow revenue by providing solid foundation for Customer Success with rightful governance, operational, execution blueprint, layered with advanced technologies.”. NīVRT will leverage its solid Customer Success framework to drive retention, satisfaction, revenue, and competitive advantage along with end-to-end thought leadership, delivery and execution built on products and one of them being BUILDSUCCESS.
BUILDSUCCESS ™ is an Advisory Services Product. As part of this product offering NīVRT will counsel its clients to build and optimize their upcoming or existing Customer Success blueprint – its organization, its processes, its practices, its assets (including systems, platforms). This will be done by undertaking in-depth listening, gathering information, analyzing the data, relating to your business goals to help you – “retain, grow and succeed” alongside your own customers.
Our company NīVRT is seeking a highly motivated and experienced “Customer Success Advisor” (CSAd) to join our team. The successful candidate will be responsible for managing multiple customers, maintaining, and sustaining relationships with their Customer Success, Marketing & Sales leaders, ensuring their satisfaction with BUILDSUCCESS. The ideal candidate will have extensive experience in advisory, consultant, program management roles working in Customer Success, Marketing or Sales functions, some experience in product delivery projects incl. B2B SaaS implementation projects and managing customer experiences.
Job Description
ROLE AND RESPONSIBILITIES
Customer facing -
- Establishing and sustaining excellent relationships with clients to ensure a high degree of customer satisfaction by supervising and developing their customer success teams and leveraging NīVRT products, services, frameworks.
- Engage with customers’ leaders and stakeholders to help hire, on-board their Customer Success Managers (CSM) using artifacts like Job Descriptions, Role Capability Maps/Day in Life, Career Maps, Training guides.
- Engage with customers’ CSM (Customer Success Managers) to help them create their customer journey maps, their churn maps, their success plans for their customers and conduct surveys and assemble the results for insights and actions towards improvements with key focus on detractors and dissatisfied customers.
- Lead assessment of customer’s Customer Success related technology and its components like workbench, early warning systems, answer central, “Know Your Business” (KTB) capabilities
- Co-manage projects with customer CSMs, ensuring successful delivery, be one of the primary points of contact for inquiries, issues, escalations, crisis, resolutions aiming to provide timely options and solutions.
- Conduct check-ins with customers to assess their needs, identify opportunities to up-sell, up-tell.
- In summary be able to help NīVRT customers with following capabilities shown below --
BUILDSUCCESS - Relationship Delivery
Includes IP covering Proactive and Reactive services with Change Management
People
- Job Description templates
- Capability and Career Maps
- Day-in-Life Maps
- Training Guide(s)
- Data analytics fundamentals
Processes
- Journey Maps + Experiences (storylines, Moments of Truth/MOTs)
- Churn Maps
- Root cause analysis
- Success Plans +
- Surveys + (CSAT, NPS, CES)
Technology
- CSM Workbench assessment + (Incident Support, Case management, 24 x 7, Follow-the-sun)
- Early Warning Systems assessment + (hot, KPI, SLAs trends)
- Answer Central assessment + (CSM Knowledge ware, FAQ, Customer Knowledge ware)
- "Know Your Business" (AI) + (incl. social media insights)
Practices
- Customer Communications
- Executive Presence
- Interpersonal Problem-solving
- Active Listening
- Your products, solutions
Internal (our company) facing -
- Act as the voice of the customer to internal teams and be the trusted advisor for the teams.
- Work closely with internal cross-functional teams like sales, marketing, product development, technical operations, and training to ensure customer needs are met. .
- Share success stories, connecting customers and our own team to relevant communities, programs, and contributing to new initiatives, programs.
- Stay up to date on industry trends and best practices, sharing insights with customers and internal teams
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Bachelor's degree in business, computer science, or a related field.
- Minimum 3 years of working for a commercial software company or consulting firm as a project manager or program manager that implements marketing and sales methodologies, customer success or support functions, commercial software for its clients incl. SaaS implementation projects.
Preferred Skills
- Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers and our internal teams.
- Engage and develop understanding of customers’ specific customer success processes within specific industry for specific outcomes.
- Excellent problem-solving and analytical skills, with the ability to identify and resolve issues quickly and effectively.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously across multiple customers.
“We INTROSPECT to MODERNIZE, SCALE and OPTIMIZE your business with well-founded capabilities of Advisory. Orchestration. Intelligent Solutions that matter. and our offerings – Custom Solutions, Data & AI Empowerment and Customer Success – to enhance and transform your business. We augment these outcomes with well-rounded HR services, Training, Staffing, Recruiting solutions to bring you the success.”