Headquarters: LaGrange, Georgia
URL: https://sitecare.com
Function Abstract
The Consumer Success Advisor owns the continuing relationship for a portfolio of shoppers. It is a proactive, commercially oriented function accountable for shopper retention, account progress, tier alignment, and inner supply accountability.
Duties
- Personal and handle a portfolio of high-value shopper accounts.
- Conduct structured shopper touchpoints. Every assembly ought to embrace a ready agenda with data-driven suggestions protecting efficiency, safety, accessibility, and website positioning.
- Establish and shut growth alternatives inside present accounts, together with tier upgrades, growth retainers, and extra undertaking work.
- Monitor shopper consumption relative to plan scope. Tackle misalignment immediately and handle tier improve conversations when utilization persistently exceeds plan protection.
- Step into energetic Consumer Specialist conversations when broader business alternatives or tier mismatches are recognized, even when the ticket is already in progress.
- Maintain supply groups accountable on high quality and timeliness. Flag dangers early and escalate immediately earlier than points floor in client-facing conferences.
- Lead month-to-month shopper overview conferences. Guarantee all introduced work meets high quality and timeline commitments.
- Handle tough shopper conversations relating to scope, pricing changes, and expectation resets.
- Coordinate with supply, assist, and growth groups on bigger engagements.
- Keep possession of the shopper relationship all through.
- Act on tier improve indicators surfaced by the assist group. Convert certified alternatives.
{Qualifications}
- 4+ years managing shopper relationships in a B2B companies or company atmosphere.
- Sturdy expertise with WordPress and net expertise companies, and their impression on shopper KPIs (ie. understanding how bettering website group can enhance lead era).
- Demonstrated capability to establish and shut account growth alternatives.
- Snug with direct business conversations: pricing, scope, renewals, upgrades.
- Willingness to say internally when supply high quality, timelines, or business alternatives require intervention.
- Potential to work throughout groups and step into energetic colleague workflows when the shopper state of affairs warrants it.
- Sturdy distant communication abilities. Capable of construct belief and handle relationships with out in-person interplay.
- Snug working in a job with evolving construction. This operate is new and the profitable candidate will assist outline it.
Key Efficiency Indicators
- Consumer retention charge inside assigned portfolio.
- Account growth income in opposition to targets.
- Tier alignment accuracy throughout portfolio.
- Proactive anticipation of shopper wants and dangers.
- Consumer satisfaction and relationship well being scores.
- Inner escalation charge and backbone effectiveness.
Working Situations
- Absolutely distant place.
- Should be out there throughout US enterprise hours.
- Journey not anticipated.
To use: https://weworkremotely.com/remote-jobs/sitecare-client-success-advisor
