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Customer Success Strategist

1 week ago

Ottawa, Ontario, Canada Gatekeeper | part of Cinergy Group Full time
Our Mission
We are on a mission to make our customers' working lives easier, more productive, and highly valued by solving contract and vendor management problems that deliver demonstrable ROI. We are relentlessly focused on solving customer problems to deliver measurable ROI, and we are committed to understanding our customers' challenges at the deepest level.

We offer a diverse and multicultural working environment, currently spanning 15 countries. We respect each other's differences and welcome candidates from all backgrounds.

Key Responsibilities
- Technical Expertise & Consultation
- Guide customers in leveraging Gatekeeper's features and capabilities to meet their specific business needs
- Develop product enablement strategies with customers to empower them with technical know-how
- Work with customers to pilot and collaboratively create solutions or configurations that address their evolving technical challenges
- Customer Adoption & Value Delivery
- Ensure seamless integration and effective utilization of Gatekeeper's solutions within customers' existing workflows
- Develop customized adoption strategies based on each customer's organizational structure and business objectives
- Align Gatekeeper's offerings with the customer's evolving business objectives to maintain relevance and drive continued success
- Regularly communicate the value delivered by Gatekeeper's solutions through usage data, success stories, and ROI analyses
- Collaborative Customer Relationship Management
- Understand each customer's unique goals, challenges, and organizational dynamics to best serve as a trusted advisor
- Cultivate meaningful, long-term customer relationships to ensure satisfaction, retention, and advocacy
- Data-Driven Insights
- Analyze customer usage data to identify opportunities for improved engagement and recommend solutions
- Monitor customer health metrics to detect early signs of failed value delivery, and implement corrective actions proactively
- Identify and mitigate potential risks to the relationship, escalating issues and coordinating internally to provide timely resolutions