About the Role :
– The Customer Success Specialist role at Phenom is responsible for our customers’ post-sales and implementation journey, focusing on helping them achieve their business outcomes and continually driving value from the Phenom Talent Experience Platform. Our Customer Success Specialists share best practices and playbooks to help our customers scale adoption and usage while achieving their goals.
– You will become a trusted advisor to help our customers navigate the digital transformation landscape. You will help them define their key aspirations and leverage AI-powered Phenom application to re-design the way they acquire, engage, and empower talent, internally and externally, across the globe. You will also be the voice of our customers back to Phenom.
Job Responsibilities :
– Evangelize products with our customers and ensure customers maximize product value
– Thought partner with the customer in defining the right strategy
– Unblock internal escalations by partnering with cross-functional teams including product, engineering, managed services, support, and account management
– Influence Phenom’s strategic direction by understanding customer’s business, challenges, desired outcomes and requested product features
– Drive customer satisfaction to guarantee customer renewal and retention
– Upkeep with upcoming features and roadmap to strategize customer goals
– Track and monitor customer health using internal tools like Salesforce and Totango.
– Attention to detail, ability to understand, articulate and manage customer expectations
– Manage a portfolio of large to small accounts
– We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We expect you to take ownership and pride in the work you are doing and see the positive impact of your work on your colleagues and our customers. We believe in providing transparency and support, so you can do the best work of your career.