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Customer Growth Strategist

2 months ago

Kitchener, Ontario, Canada Cloud DX, Inc. Full time

About the Role

Cloud DX, Inc. is a dynamic company that requires an ambitious Customer Growth Strategist to join our Success team. As a key player in the client and customer journey, you will ensure smooth onboarding, promote product adoption, grow accounts, and communicate best practices.

Your primary KPIs are the successful launch and growth of Cloud DX programs within customer organizations. Following our deployment procedures, you will support, educate, and train customer teams to operational readiness.

Your role may include onboarding patients to the Cloud DX system(s) and/or training others to do so. Furthermore, you will grow existing programs, encourage customers to explore other disease pathways, solicit referrals, and branch out to new programs with our existing partnerships and introduce new customers to our solutions.

Key Responsibilities

  • Lead train-the-trainer style patient onboarding initiatives live at client sites and/or virtually.
  • Train and educate customers via our Learning Management System (LMS) software, virtually and in-person.
  • Serve as the primary contact for program implementation, onboarding, and continued account growth; support your peers as a secondary point of contact on customers outside your core portfolio (and receive the same support from your peers).
  • Develop deep relationships within the client organization driving awareness and excitement for the Cloud DX platform and outcomes for clinicians and patients.
  • Input ideas and feedback to support improvements and the customization of our platform and solutions.
  • Contribute to sales and marketing campaigns and execute strategies to increase clinician awareness inside the client organization and/or drive new leads.
  • Meet sales and performance targets and/or KPIs set out by your Manager and/or the Executive Team.
  • Understand customer goals and outcomes by communicating with customers, analyzing metrics, running NPS, and gathering other feedback.
  • Represent the voice of the customer by providing input into our core products.
  • Spearhead the growth of your account portfolio, including meeting quotas, executing new contracts, creating sales orders, renewing contracts, demoing our products and services, and supporting the customers in your portfolio.
  • Monitor service performance and customer feedback to identify areas for improvement and maximize deployment success.
  • Collaborate closely with other departments and management.
  • Manage, maintain, and document client interactions and intelligence in CRM.
  • Ability to travel as needed to support our clients (up to 50%).

About You

We seek a proactive individual with a passion for customer success and a keen ability to identify sales opportunities. You should have:

  • Experience working with and managing stakeholders and customers.
  • A proven track record of working in customer-facing roles and meeting and/or exceeding targets and KPIs.
  • An elevated level of accuracy and attention to detail.
  • A flexible approach, able to operate effectively with uncertainty and change.
  • Adaptability and an excellent problem-solving skillset.
  • Driven, self-motivated, fearless with taking initiative, enthusiastic, and with a 'can-do' attitude.

This role offers a competitive salary of $80,000 - $110,000 per year, depending on experience, as well as a comprehensive benefits package and opportunities for career growth and development.