Customer Success Strategist, Service Excellence
7 days ago
We are seeking a highly skilled Customer Success Strategist to join our team at Coveo.
About the RoleThis is a Senior-level position responsible for driving customer success and ensuring our solutions meet strategic business outcomes. As a key member of our Customer Success Management team, you will collaborate closely with customers to understand their needs and develop tailored strategies for achieving their goals.
The ideal candidate will have a strong consultative approach, excellent communication skills, and the ability to think creatively to address complex customer challenges. You will work closely with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and drive customer advocacy.
Key Responsibilities- Provide exceptional customer service and support to ensure customer satisfaction and loyalty.
- Develop and implement tailored customer success plans to drive business growth and expansion.
- Act as a domain expert and product superuser, providing in-depth knowledge and support to customers.
- Liaise with internal stakeholders to ensure alignment on customer needs and priorities.
- Advocate for customer needs and issues across the organization to ensure quality and timely resolution.
To be successful in this role, you must have:
- 5+ years of experience in a similar customer success role or solution consulting.
- 3+ years of experience with CRM (Salesforce preferred) and Self-Service, Community, and/or Contact Center solutions.
- Leadership experience in contact center, technical support, knowledge management, or business operations.
- Experience deploying SaaS solutions and working with BI tools.
- Practical application of understanding technical concepts and experience with Salesforce, ServiceNow, Zendesk, or similar CRMs.
In addition to a competitive salary ($120,000 - $150,000 per year), we offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
Coveo is an equal opportunities employer and welcomes applications from diverse candidates. If you are passionate about delivering exceptional customer experiences and driving business growth, please submit your application.
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