Hybrid Customer Success Solutions Consultant

at Fortive

• Job title: Customer Success Solutions Consultant
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Bengaluru East, India

About the role

• Customer Success Consultant leading client solutions to enhance the adoption of ServiceChannel’s offerings. Collaborating with clients and cross-functional teams to deliver training and product improvements.

Responsibilities

• Recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of ServiceChannel’s product offering throughout the customer lifecycle
• Lead customer solutions meetings with or without a Customer Success Manager (CSM) to help deliver a process/workflow that is satisfactory to the client
• Collect and communicate intelligent customer feedback to drive ongoing product improvements.
• Be a client advocate, while keeping ServiceChannel values and initiatives in mind.
• Provide internal communications regarding Customer’s configuration, usage information, satisfaction of the system and churn risk.
• Provide training and guidance to Clients on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.

Requirements

• English proficiency
• Previous hands on experience with another SaaS or CMMS platform
• CRM Application skills
• 2+ years with Customer Success or Customer Support
• Excellent written and verbal communication, strong interpersonal skills
• Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
• Solid project management skills
• Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly.
• Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts.
• Willingness and desire to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence.