Client Success Leads play a vital role in ensuring the success and satisfaction of our clients. You’ll work closely with our clients to understand their unique business objectives, their culture and the way they like to work. You will provide them with strategic guidance and support to maximize the value they receive from 3Cloud services. Your main objectives will be client satisfaction, growing the 3Cloud footprint, and putting 3Cloud team members into situations where they can grow and thrive.
With travel potential up to 30%.
Responsibilities
Act as a trusted advisor to clients, working with Sales to understand client's business needs and objectives, and proactively providing recommendations and solutions to reach their objectives.
· Establish and maintain strong relationships with key stakeholders in client organizations, including executives, directors and managers.
· Participate in the sales process including reviewing estimates, delivery team composition, assessing risk, clarifying ambiguity that all leads to client alignment and setting up our project teams for success.
· Work with internal practice leadership to identify and align the right project staffing.
· Collaborate closely with 3Cloud groups including sales, project management, and technical teams, to ensure seamless onboarding and the implementation and delivery of 3Cloud services.
· Partner with sales to conduct regular check-ins and health assessments with clients to assess their satisfaction, identify areas for improvement, and address any concerns or issues that may arise.
· Play the role of Program Manager for larger initiatives or Project Manager for critical engagements with large business opportunity.
· Monitor the effectiveness of our delivery teams; provide feedback and coach our teams; Focus on continuous improvement and ensure we are taking actionable steps to evolve.
· Serve alongside Sales as a primary point of contact for clients, acting as a liaison between the client and 3Cloud teams, ensuring timely and effective communication and issue resolution.
· Focus on providing our clients with a "differentiated" experience; A concierge level of service with curated content and value adds.
· Collaborate with the Sales and Marketing team to develop customer success stories, testimonials, and case studies to showcase the value and impact of 3Cloud’s services.
