Customer Success Advisor

About the job

We are seeking skilled and detail-oriented Customer Success Specialists (Specialist in International Markets, Preferably US and UK Market) with 5–8 years of experience in Customer Success. Purpose of the Job: As Customer Success Business Partner (CSBP) you will be a trusted advisor for our key customers and strategic service partners. You will be a key bridge to help them maximize the use of our school management software and ensure our direct and mutual customers receive the highest value, by providing advice and guidance at all stages of the customer journey. You will work to understand customer requirements, help implement and onboard new customers, manage product training, drive adoption and retention, and ensure ongoing satisfaction. You will work within the Customer Success Department and alongside colleagues in Customer Operations, Sales, Channel and our executive team, in driving our senior customers through to success. Key Responsibilities: - Work across our 'VIP' customer base, managing all products/solutions across the customers IRIS portfolio. - Develop a trusted advisor relationship with customers to identify and guide them to their goals. - Oversee the customer onboarding process and move quickly to achieve value. - Responsible for driving client adoption and outcomes leading to renewals, expansion, and advocacy. - Act as the primary point of contact for the customer and coordinate the deployment of IRIS resources to address the customer’s issues, including managing escalations. - Conduct regular on and off-site meetings to understand and discuss the customer’s business requirements or issues and explore how we can help address and resolve these issues. - Serve as the ‘voice of the customer’ and provide feedback on how IRIS can better serve them to maximize customer success and retention. - Maintain a deep understanding of our product and help customers adopt the most relevant features/functionality for their specific requirements. You will be expected to keep developing your product knowledge. - Improve our existing approaches to customer success by creating resources to help customers achieve their goals by adopting best practices. - Use Customer Tracker dashboard to aid assessment of Customer Health and subsequent calls to action. - Complete Customer Success Plans for each client and partner to then drive and deliver to the plan. - Create Calls to Action within Gainsight to ensure outstanding items are addressed. - Carry out a Quarterly Business Review with the client (with input from the Account & Channel Manager). - Join the onboarding process and ensure a Go Live Review is completed. - Review the adherence to operational SLAs for each client or partner and ensure Customer Success plans are in place to address non-compliant areas. Requirements: Experience: 4–8 years in International Customer Success (Preferably US and UK). Education: Any Qualification. Skills: - 5+ years’ experience of client management, such as Customer Success, Account Management, or a related customer-facing discipline. - Self-starter who can work independently and be a team player. - Strong project management and organizational skills. - Excellent relationship-building skills, including at senior levels. - Be able to prioritize tasks and manage your time in a fast-paced environment. - Excellent verbal and written communication skills, including business presentations. - Attention to detail is a must. - Resilience to keep going when faced with challenges. - Ability to learn new ideas and approaches quickly. - Good knowledge of product would be advantageous. - Willingness to work from the Chennai office (Nungambakkam). - Comfortable with US Shift timing (6.30 PM – 3.30 AM).

Requirements

• customer success
• client management
• project management
• organization skills
• communication skills
• attention to detail

Preferred Technologies

• customer success
• client management
• project management
• organization skills
• communication skills
• attention to detail