CUSTOMER SUCCESS

Customer Success Consultant

Role description – the what’s: 

External Customers (Pre-Sales) 

  • Inspire prospects, customers and talent to believe in our vision and to be part of our journey
  • Promote and share a common view of our vision and story 
  • Maintain an awareness of the competitive landscape to be able to position our solution with prospects
  • Enable prospects to recognise how our solution can be implemented to address their own business problems 
  • Scope and deliver pilot engagements to clearly demonstrate business value 
  • Work alongside prospects to identify how we can provide the most value to their business
  • Promote the benefits of our products and services to both users and key decision makers to support their investment 
  • Negotiate commercial terms to encourage customer usage and drive optimum revenue
  • Deliver data product development and data story demonstrations to allow customers to demonstrate value (including Syntheticr) 

External Customers (Post-Sales) 

  • Understand how our products and services deliver business value to our customers and facilitate referenceability 
  • Remain close to customer activities to understand their adoption of our products and services and to encourage additional usage 
  • Gather customer feedback to challenge, improve and enable our product to deliver additional business outcomes 
  • Develop innovative solutions to meet both internal and external customer requirements in advance, or instead of product feature solutions 
  • Evolve our business processes to ensure a consistent approach is presented to our customers at all touchpoints 
  • Manage the resolution of customer incidents within the target SLA 
  • Enable customers to be self-sufficient in their use of our ecosystem 
  • Facilitate the expansion of our ecosystem by identifying synergies and opportunities within and between customers 
  • Deliver value add data product customisation and data utilisation support across the lifetime of the license, particularly within Syntheticr relationships. 

Internal Customers 

  • Share customer insights and lessons learned with the rest of the company 
  • Execute the roles and responsibilities described here for Syntheticr relationships as required by the Syntheticr Product Owner. 
  • Adhere to company policies, procedures and controls 
  • Attend all security briefings, training and awareness programs 
  • Raise any issues of noncompliance, information risk or incidents to the Information Security Officer.

The most important qualities you will need – the how’s: 

  • Highly collaborative, but also able to work autonomously 
  • Ability and openness to learn fast, sometimes in challenging circumstances 
  • Take responsibility for getting things done (accountability)
  • Happy to take on very broad responsibilities and be able to lead or support others as necessary
  • Simultaneously idealistic and pragmatic, with a willingness to learn from others and ask questions

Interested? Apply Now.

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