Customer Success Consultant

**ROLE OBJECTIVE**:
Reporting to the Vice President, Account Management, the Customer Success Consultant is responsible for maintaining, growing and expanding existing relationships with accounts and supporting the sales effort in acquiring new clients. From the earliest stages of the account relationship, the Customer Success Consultant is expected to become the expert that clients and internal staff can turn to for guidance on solving client business needs using Environics Analytics (EA) products and services. Once a project or license has been confirmed, the Customer Success Consultant blends their sector expertise with a deep understanding of the client’s challenges to ensure that the EA delivery team understands the business needs and uses the right analytical approach for client work. The Customer Success Consultant also provides guidance on - and ultimately validates - the client’s deliverables. As the go-to person within EA regarding a client’s business objectives, challenges and industry situation, the Customer Success Consultant, together with their Sales counterparts, is responsible for developing and managing the account plan for key relationships.

**SPECIFIC RESPONSIBILITIES AND DUTIES**:
To effectively fulfill the responsibilities of this position, the employee must be able to:

- Effectively onboard new clients (in collaboration with internal EA teams), helping them quickly gain value from their licensed data and software.
- Maintain and grow client relationships while ensuring a high degree of client satisfaction with deliverables, providing a high level of responsiveness and consistently demonstrating the value of their EA investment.
- Demonstrate a strong understanding of the client’s industry sector and the client’s business environment, including macro/micro trends, challenges and opportunities.
- In collaboration with EA support teams, follow up, troubleshoot and help resolve any client issues that may arise.
- Participate in client strategy sessions, lead client meetings and work to uncover and identify client needs; identify potential solutions using EA’s data, software and services.
- Lead and/or participate in client presentations, sharing insights and experiences in order to provide value to clients.
- Identify new sales opportunities with clients and work collaboratively with Sales Consultants to drive towards closure.
- Act as the go-to resource for all internal EA teams (Client Services, Data Solutions, Custom Analytics) regarding a client’s business requirements.
- Plan, develop and manage - together with the appropriate Sales Consultant or Practice Leader - an account plan to guide EA’s client engagement and development process (e.g. broaden and deepen the account relationship); this plan includes both qualitative and quantitative financial targets.
- Work with Sales Consultant or Practice Leader to ensure the client’s license for data and/or platforms are renewed.
- Help ensure that all required legal documentation, as well as CRM information regarding an account, is accurate, up-to-date and protects EA business interests.

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**QUALIFICATIONS AND REQUIRED SKILLS**:

- **Education **- Post-secondary degree in Geography, Business or related field.
- **Experience** - Minimum of 5+ years of experience in a client service role
- **Client Focus **- Dedicated to meeting the expectations and requirements of clients and acts with the client in mind. Establishes effective relationships and gains and maintains the trust and respect of clients.
- **Analytical Skills** - Effectively researches and synthesizes complex or diverse information. Uses intuition and experience to complement data-based insight.
- **Judgment** - Displays willingness to make timely decisions, including the appropriate people in the decision-making process. Exhibits sound and accurate judgment, supporting and explaining the reasoning for decisions.
- **Planning/Organizing** - Effectively prioritizes and plans work activities, and demonstrates the ability to strategically service their account base; maintaining overall satisfaction, while growing EA’s account footprint
- **Results-Oriented** - Focused on establishing clear and realistic targets, both internally and with clients, and establishing timelines, processes and milestones to ensure completion.
- **Communication Skills** - Able to clearly communicate ideas and expectations. Effectively listens for understanding and asks questions for clarification. Presents ideas effectively in both verbal and written form.
- **Interpersonal Skills** - Approachable and easy to talk to. Relates well to all kinds of people in the organization. Able to effectively build rapport with others. Uses diplomacy and tact. Maintains composure and shows an ability to resolve conflicts and gain agreement.
- **Presentation Skills** - Able to create and deliver informative, compelling presentations that capture and keep the audien