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Customer Success Specialist

SSB BART Group (SSB) helps companies design and enhance their digital systems - including web sites, web applications, software, hardware, and services - so they are usable by people with disabilities. In the same way that buildings must conform to the Americans with Disabilities Act (ADA), modern web sites and applications must be accessible to people with disabilities or face legal liability. SSB allows organizations to address these risks and provide equal access through software, training, and consulting solutions. As a company we seek to both do well financially and create a world where all users have access to digital systems.

Overview

The Customer Success Specialist will lead post-sale strategic account management and delivery management for our suite of consulting and SaaS offerings. Working with Fortune 500 companies and key brands from around the world, your primary focus will be successful implementation and ongoing support of assigned customers, as measured by customer retention and growth. The Customer Success Specialist will build project plans and ensure proper execution by aligning and driving internal resources. The Specialist will also build strong and productive relationships with customers and clearly demonstrate the impact of SSB BART Group's products and services.

Roles and Responsibilities

The Specialist will partner with the Manager, Customer Success to implement account health-based full lifecycle management. Operationally this includes supporting the customer from point of sale through the project planning and implementation cycles, through renewal and upsell.

  • Relationship Management – Identify key stakeholders and build deep and productive relationships
    • Spearhead onboarding of new clients; create smooth handoffs through process
    • Establish a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services to strengthen their adoption of our solutions and ensure contract renewal
    • Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction
  • Account and Project Management – Develop and implement plans that ensure a successful customer launch and on-going customer satisfaction
    • Anticipate customer needs and adapt project plans in order to achieve mutually beneficial long-term objectives and goals
    • Resolve difficult client situations with skill, leading to positive and balanced results
    • Identify opportunities for the sales team to expand revenue in accounts
    • Expand lifetime value via higher solution adoption and overall client health scores
      • Develop and maintain 95%+ customer retention rate
    • Work with SSB's Project Management and Services team to ensure day to day delivery of projects is occurring
  • Usage stimulation – Monitor usage and engagement metrics, partnering with the Manager, Customer Success to build and execute plans to drive deep integration of SaaS products
    • Establish and communicate service standards for customer satisfaction
    • Prioritize and drive resolution on escalated customer issues
    • Work with the Manager, Customer Success, Sales, and Product teams to develop and execute strategies for increasing renewal rates while reducing churn

Qualifications

  • Two or more years experience in accessibility, technical consulting, implementation, or account management
  • BS or commensurate experience in computer science or management information systems
  • Proven ability to build manage complex customer-facing projects
  • Demonstrated ability to work with cross-functional teams
  • Experience with web based technologies including HTML, CSS, JavaScript, Flash and PDF
  • Experience working with customers in regulated industries and working with internal GRC and Legal teams
  • Excellent organization, project management, time management, and communication skills
  • Ability to quickly grasp and concisely explain technological and business concepts
  • Ability to lead cross function business and technical teams to provide timely issue resolution
  • Metrics driven, analytical and process-oriented mindset
  • Experience working with assistive technologies and work in digital accessibility is a plus

Application Process

Salary is commensurate with experience. This is a full-time, salaried position with a competitive benefits package. It is being offered in the Vienna, VA office. For immediate consideration please submit your resume and cover letter.

SSB BART Group is committed to workforce diversity. Equal Opportunity Employer. Copyright 2017, SSB BART Group. All rights reserved.

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