Job Description

Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period. Being responsible for every aspect of the customer journey post sales handoff. Be the product champion and consultant to enable the customers to realize the potential of Whatfix Understand customer s business, their application for which they have purchased Whatfix subscription for and their key digital adoption goals. Identify product usage gaps and provide actionable solutions to the customers Build value-based relationships with customers and create Whatfix champions Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI, Drive desired customer outcomes through a consultative approach Ensure customer retention by negotiating and closing renewals Identify opportunities of upselling and cross-selling along with the Account Managers Identify appropriate business use cases where Whatfix can be deployed Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully Have a strong business sense to keep looking out for new use cases and solutions using Whatfix to create a win-win situation with customers Communicate and brain-storm with the product team on customer feedback and help refine product roadmap Work with the marketing team to execute customer surveys, case studies, etc Identify and Process Success milestones for the customers Optimize existing processes within the company and actively enhance all Customer Success initiatives Drive customer advocacy through reviews, testimonials, customer meetups; and create a center of excellence within the customers organization What you need to have/ bring to the table : Has relevant 8+ years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B SaaS or Tech Product based company Must have prior experience working with NA customers Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period. Being responsible for every aspect of the customer journey post sales handoff. Be the product champion and consultant to drive desired customer outcomes and enable the customers to realize the potential of Whatfix Understand customer s business, their application for which they have purchased a Whatfix subscription and their key digital adoption goals Identify product usage gaps and provide actionable solutions to the customers Build value-based relationships with customers and create Whatfix champions Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI Ensure customer retention by negotiating and closing renewals Identify opportunities of upselling and cross-selling along with the Account Managers Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully Have a strong business sense to keep looking out for new use cases and solutions using Whatfix to create a win-win situation with customers Communicate and brain-storm with the product team on customer feedback and help refine product roadmap Work with the marketing team to execute customer surveys, case studies, etc Optimize existing processes within the company and actively enhance all Customer Success initiatives Drive customer advocacy through reviews, testimonials, customer meetups; and create a center of excellence within the customers organization