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Client Success Partner

Posted: 08/01/2022

JOB SUMMARY
The Client Success Partner II role plays a key role ensuring current and new SMC3 customers are completely satisfied and deriving maximum value from SMC3 products.   The objectives of the role include achieving 100% customer satisfaction, maximum contract renewal rate, and customer expansion into more SMC3 product offerings.  The client success team will support the commercial process from beginning to end.
 
ESSENTIAL FUNCTIONS
Note: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar.

  • Under general supervision, Owns new Alliance customer integrations (through an Alliance Product), including outreach, tracking, and proactive identification and resolution of gaps that enhances customer experience and minimizes time-to-production.
  • Under general supervision, maintains integration-specific, customer data in CRM and records customer contact and completion of action items
  • Collects and configures customer-specific data for web services.
  • Verifies customer configurations and pursues any needed changes through to resolution.
  • Champions customer requests and acts as liaison between customer and internal teams (sales, technical).
  • Under general supervision, works with Integration Support Analyst to develop new support procedures.
  • Under general supervision, Works with internal teams (Sales, Stakeholders, Product teams) to assist with development and refinement of CRM, reporting, and support-related tools.
  • Under general supervision, this candidate will participate in pre-sales calls.
  • Under general supervision, Schedules and delivers product integration walk-throughs.
Qualifications/Education/Skills
  • Bachelor’s Degree from a 4 year college or university
  • 1-4 years’ experience in a related field.
  • Knowledge of SOAP/RESTful web service messaging a plus
  • Ability to read/understand XML/JSON messages a plus
  • CRM experience or similar tracking/software a plus 
  • Highly motivated individual with strong interpersonal skills and ability to represent the organization in a professional manner
  • Strong communication and collaboration skills required
  • Experience in a supply chain setting a plus
 

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