Customer Success Analyst
Fortive
full-time
Posted on:
Location Type: Remote
Location: Brazil
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About the role
- Partner with customers to facilitate a continuous cycle of goal setting, action planning, adoption, and value realization.
- Providing tailored guidance and resources: Offering best practices, educational materials, and documentation specific to each customer's needs, enabling them to succeed efficiently.
- Proactively managing risks: Utilizing personal engagements and system telemetry to identify opportunities and risks, allowing you to promptly address them and expedite mutual value realization.
- Facilitating cross-functional collaboration: Acting as a liaison between customers and internal departments, fostering collaboration to accelerate customer goal attainment and solution adoption.
- Enhancing customer health: Applying internal processes to improve customer health, increase retention, and mitigate risks associated with high-volume accounts.
- Leveraging deep product knowledge: Understanding our solutions, features, and functions to identify how they can solve customer problems efficiently and build tailored solutions.
- Driving continuous value growth: Collaborating with customers through joint planning, problem-solving, and proactive engagement to continuously increase the value they receive from our solutions.
- Harnessing customer insights: Programmatically capturing customer needs and behaviours to inform decision-making, drive product innovation, and continuously improve our offerings.
- Sharing industry best practices: Recognizing and disseminating standard methodologies within our customer community to foster knowledge sharing and facilitate mutual success.
- Ontime renewal management of contracts, working with the customers and AE’s to ensure success
Requirements
- Experience with a solid understanding or experience in the industry.
- Experience in driving success with highly configurable software.
- Expert problem-solving skills.
- Experience working with CS software – Gainsight/Salesforce or similar.
- A track record of collaboratively working with diverse teams to nurture relationships and achieve results.
- Communicate optimally and succinctly with savvy discernment.
- Comfort in navigating ambiguity within a range of varied customer organizations.
- Ability to manage multiple projects across a portfolio of customers.
- A love for learning and continuous improvement.
Benefits
- flexible work hours
- hybrid/remote work environment
- personal development resources
- coaching and support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
problem-solvingcustomer success managementgoal settingaction planningrisk managementvalue realizationproject managementproduct knowledgedata analysiscustomer insights
Soft Skills
collaborationcommunicationrelationship buildingadaptabilitycritical thinkingproactive engagementknowledge sharingcontinuous improvementdiscernmentnurturing relationships