Customer Success Consultant

🕒 il y a 4 mois

🍂 Massachusetts – Distant

🍂 Massachusetts – Remote

💵 $100 000 - $150 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Zinier

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2015

🤖 Intelligence artificielle

🏢 Entreprise

☁️ SaaS

💰 €90 000 000 Series C en 2020-01

Artificial Intelligence • Enterprise • SaaS

Zinier est une entreprise qui propose une plateforme personnalisable, basée sur des flux de travail, pour gérer et optimiser les opérations de service sur le terrain grâce à l'IA générative. Leur suite comprend des produits tels que la Z Productivity Suite et Studio Z, conçus pour améliorer la planification, la répartition et la gestion des actifs pour les techniciens de terrain. Zinier utilise l'IA pour fournir des insights en temps réel, automatiser les tâches routinières et améliorer l'efficacité opérationnelle pour des industries telles que les télécommunications, les services publics et les infrastructures. Leur plateforme supporte des intégrations avec les principaux logiciels ERP, CRM et EAM, en faisant un outil puissant pour les entreprises cherchant à numériser et innover leurs opérations sur le terrain.

Description

• Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI achievement • Proactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before issues escalate into churn risks • Lead Quarterly Business Reviews (QBRs) that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships • Navigate complex stakeholder environments , building trusted relationships across operational teams, IT, and service delivery leadership • Facilitate adoption activities (workshops, training, change management) that transform user resistance into platform advocacy and feature utilisation • Identify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targets • Collaborate cross-functionally with PS on handoffs , Support on escalations, Product on roadmap feedback, and Sales on commercial opportunities • Drive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodology

🎯 Exigences

• 5-8 years in customer success, account management, or consulting within B2B SaaS • Proven track record managing complex relationships and delivering measurable outcomes in fast-paced environments • Exceptional stakeholder orchestration skills: Navigate multi-layered organisations, influence without authority, and craft compelling narratives for diverse audiences • Strategic thinker with bias to action: Balance long-term vision with tactical execution; make decisions with 70% data, zoom in/out as needed • First-principles problem solver: Strong business acumen with grasp of operational metrics, ROI modelling, and data-driven decision making • Technical fluency and change management expertise: Understand product functionality, troubleshoot credibly with IT teams, and deploy adoption interventions that overcome resistance • Hustler mentality with customer empathy: Resourceful, persistent, opportunistic; genuine passion for customer success with comfort navigating complexity • Excellent communication and facilitation: Experience leading workshops, executive presentations, and training; ability to distil complexity into actionable insights