Consulting Services, Customer Service and Support, Sales
4 Year Degree
The role of the Customer Success Consultant is to be the primary owner of a portfolio of customers, driving best practices and innovation to create more value for their business and ours. Your goal is to increase revenue, customer satisfaction, retention and adoption of key solution features.
What you will do:
Establish and deepen relationships with assigned clients by understanding their business objectives and how they align with Impexium
Ownership of overall client health including relationships, revenue and KPIs
Create a client plan that outlines strategic goals to:
Optimize client relationships by building strong & productive relationships with key decision makers
Nurtures customer relationship and acts as a sales enabler to drive loyalty toward, and revenue for Impexium
Manage and mitigate risks to the client relationship
Conduct regular account meetings to:
Communicate best practices and future enhancements
Develop plans for expanded functionality usage and adoption among client components/chapters
Provide use case examples for leveraging key product functionality and communicate new feature releases
Deliver recurring client value reporting; highlight customers strategic successes and provide ongoing recommendations for further optimization
Review solution adoption progress and maintenance, and strategize with client on how to increase use
Responsible for solution adoption strategy and progress at newly implemented clients with support from inside sales
Collaborate alongside project management upon new client implementations to be the consistent face/voice on the account from the beginning of the project to support, as well as lead client-focused components of the implementation process.
Responsible for identifying opportunities to expand system usage and revenue per client by leading relevant projects to capitalize on those opportunities
Compile and maintains account information within Salesforce (Contacts, Documentation)
Responsible for tracking and achieving KPIs for clients and developing plan to address any potential gaps
Serve as the customer’s voice within Impexium, including product, marketing, professional services and sales
Lead contract renewal process and presentation for designated clients with support from Leader
Serve as the highest point of escalation for the client. Create recommendations and facilitate action for resolution. Able to clearly articulate concerns and issues to the customer. Ensures suitable levels of service personnel and activity during problem resolution
Participate in client travel with clients & attend industry conferences
Participation in company task force initiatives as applicable.
Continue to learn and gain knowledge of new industry trends and consultative techniques.
Complete quarterly individual action items that contribute to completion of departmental strategic action items.
What you will need:
Minimum of 3-5 years acting as a Client Relationship Specialist or Account Executive in a professional environment
Minimum 3 years of association experience including experience with AMS or Member Management software
Bachelor’s Degree or equivalent in business, communications, finance, marketing or related field
Ability to command the room when dealing with various stakeholders to show transformational value, turn a troubled client situation around, or optimize the solution based on their leading pain point
Demonstrated ability to identify and recommend solutions and show transformational value
Successful in collaborating and influencing in a “win as a team” environment
Resourceful, coachable, and has a drive for results
Ability to articulate an ROI and correlating business value with technology
Demonstrated track record of exceeding revenue upsell and new product feature goals
Proficient writing and communication skills
Client based training and education
Project management experience
Clear internal motivation and desire to go above and beyond to achieve departmental goals
Familiar with being “plugged in” (i.e. with laptop and PDA)
What will set you apart:
Trade or professional association experience
A flexible, entrepreneurial work environment and team atmosphere makes this a great place to work. To learn more about us, visit www.impexium.com.
At Impexium, we recognize an Association Management Solution (AMS) needs to be as flexible as its customers are unique. Our approach to membership management is informed by real-world successes. Impexium relies on our customers, prospects and our own insights, gathered from more than 2,000 implementation experiences, to continuously refine our membership management platform to deliver the outcomes necessary to address major organizational goals — today and in the future.-We are driven to change your mind about what is possible-We work to make your work more productive and enjoyable-We believe there is power in simplicityAt Impexium, we recognize every member is a customer, but not every customer is a member. This vision creates a great opportunity for associations to leverage Impexium’s smarter, simpler membership management platform to personally connect with individuals and organizations and build a single, cohesive experience with their brand and community (and drive new revenue opportunities).