As a Customer Success Senior Specialist, our consultants:
- Establish themselves as strategic partners to our local and regional clients.
- Act as internal and external innovation agents, driving change for quicker adaptation to evolving market needs.
- Serve as market experts, with deep knowledge of the industry, products, channels, and more.
In this role, you will:
- Understand and work with POS-related data with the client (gfknewron market, possibly also predict and/or consumer) and is the central point of contact
- Ensure effective and efficient client training and onboarding of new customers.
- Educate customers about the most relevant features/functionalities for their specific business needs.
- Drive adoption rates (i.e. activation, reactivation and engagement) of gfknewron within client organization by demonstrating clear ROI to client to reach our high goals
- Drive regular gfknewron usage with stakeholders in the client organization
- Is a market expert for the handled category / industry segment
- Deliver insightful high-level presentations and actionable recommendations to our clients
- Coordinate client services locally (and regionally)
- Co-identify leads for cross sell and upsell opportunities with the client
- Help to improve renewal rate by demonstrating clear business outcome and value
Internal
- Certified CSM (minimum gfknewron market) and knows the POS proposition in detail
- Build solid market and deep POS knowledge
- Ensure to be updated on relevant knowledge and has deep understanding of platform offerings
- Collect and provide feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
- Collaborate with account management at the pre-sales and renewal stages, co-identifies sales leads
- Collaborate with other business unit teams to identify opportunities for strategic assignments
