Client Experience Analyst

InterCall Asia Pacific (Sydney NSW, Australia) 16 hours ago

Description

 

WE ARE LOOKING FOR A PROVEN, DYNAMIC AND PASSIONATE TRAINING & ADOPTION SPECIALIST TO BE PART OF OUR CUSTOMER SUCCESS TEAM. YOU’LL HAVE A KEY ROLE IN BUILDING AND EXECUTING TRAINING PLANS FOR NEW AND EXISTING CUSTOMERS TO DRIVE THE ADOPTION OF COLLABORATION SOLUTIONS AS PART OF OUR SUCCESS FRAMEWORK. YOU’LL BE PARTNERING WITH SALES AND PRODUCT TEAMS TO DEMONSTRATE THE BUSINESS VALUE OF THE COLLABORATION TOOLS AND TO ACCELERATE REVENUE THROUGH ADOPTION, RISK ANALYSIS, AND IDENTIFICATION OF UPSELL AND CROSS-SELL OPPORTUNITIES. DOES THIS SOUND LIKE YOU? THEN WHAT ARE YOU WAITING FOR? 

Job Summary:   

The Customer Success Team is responsible for customer retention and achieving revenue expansion through analytical assessment and consultative customer success planning-  understanding client business objectives, mapping success activities, communicating business benefits, product experience, functionality and support expectations to targeted clients through proactive outreach and consultation. 

As a Training & Adoption Specalist you are responsible for interfacing with clients to develop customized adoption & growth plans. You will establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of service provided by Intrado, while establishing and maintaining a professional relationship with internal/external customers, team members, and stakeholders. The role covers all stages of the customer experience from pre-sales, planning, implementation, and post-sales support. 

Essential Duties:   

  • Creation & delivery of Training & Adoption programs to customers 

  • Interface with clients to develop a customized Training & Adoption plan to meet their specific business outcomes  

  • Establish relationships with clients, Sales, support and our partners to gather a full understanding of the customer’s business objectives  

  • Work with sales and technical team to ensure adoption focus is in line with sales strategy  

  • Deliver live customer training sessions, as part of an adoption program, or to meet Ad Hoc client needs (some travel may be required) 

  • Work with Marketing to develop on-demand training catalogue and related end user material and recordings 

  • Develop use cases/success stories based on customer business scenarios 

  • Proactively drive customer adoption through end user engagement including quarterly business reviews, ongoing training and coaching sessions, and facilitating renewals with sales 

  • Monitor key metrics and analyze utilization trends and drive actions to ensure overall health of the account base 

Related Duties as Assigned 

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of the position holder. Consequently, the position holder may be asked to perform other duties as required. 

Note: Job descriptions will be updated and reviewed regularly and you may be required to carry out duties for which you have the skills and experience for on a regular or ad-hoc basis. 

Minimum Qualifications & Skills:   

  • 1 year experience in UCaaS/SaaS 

  • Proven data analytical skills an advantage 

  • Proven Training skills/experience  

  • Strong collaboration & cross-team skills 

  • Confident public speaker, experienced in communicating to senior leadership and presenting to large audiences 

  • Comfortable working at all levels of the business, as well as with clients & partners 

  • Comfortable working independently  

  • Comfortable in managing projects and tasks remotely and working to drive success with remote-based staff 

  • Highly proficient in using Microsoft Packages - Word, Excel, PowerPoint.  

  • Knowledge and experience with Unified Collaboration technologies, enterprise collaboration tools (Cisco, Microsoft Zoom), video and audio solutions are highly desired. 

  • Demonstrated ability to succeed in a fast-paced, dynamic technology environment 

  • Excellent interpersonal skills. Excellent written and verbal communication 

 

Qualifications

 

WE ARE LOOKING FOR A PROVEN, DYNAMIC AND PASSIONATE TRAINING & ADOPTION SPECIALIST TO BE PART OF OUR CUSTOMER SUCCESS TEAM. YOU’LL HAVE A KEY ROLE IN BUILDING AND EXECUTING TRAINING PLANS FOR NEW AND EXISTING CUSTOMERS TO DRIVE THE ADOPTION OF COLLABORATION SOLUTIONS AS PART OF OUR SUCCESS FRAMEWORK. YOU’LL BE PARTNERING WITH SALES AND PRODUCT TEAMS TO DEMONSTRATE THE BUSINESS VALUE OF THE COLLABORATION TOOLS AND TO ACCELERATE REVENUE THROUGH ADOPTION, RISK ANALYSIS, AND IDENTIFICATION OF UPSELL AND CROSS-SELL OPPORTUNITIES. DOES THIS SOUND LIKE YOU? THEN WHAT ARE YOU WAITING FOR? 

Job Summary:   

The Customer Success Team is responsible for customer retention and achieving revenue expansion through analytical assessment and consultative customer success planning-  understanding client business objectives, mapping success activities, communicating business benefits, product experience, functionality and support expectations to targeted clients through proactive outreach and consultation. 

As a Training & Adoption Specalist you are responsible for interfacing with clients to develop customized adoption & growth plans. You will establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of service provided by Intrado, while establishing and maintaining a professional relationship with internal/external customers, team members, and stakeholders. The role covers all stages of the customer experience from pre-sales, planning, implementation, and post-sales support. 

Essential Duties:   

  • Creation & delivery of Training & Adoption programs to customers 

  • Interface with clients to develop a customized Training & Adoption plan to meet their specific business outcomes  

  • Establish relationships with clients, Sales, support and our partners to gather a full understanding of the customer’s business objectives  

  • Work with sales and technical team to ensure adoption focus is in line with sales strategy  

  • Deliver live customer training sessions, as part of an adoption program, or to meet Ad Hoc client needs (some travel may be required) 

  • Work with Marketing to develop on-demand training catalogue and related end user material and recordings 

  • Develop use cases/success stories based on customer business scenarios 

  • Proactively drive customer adoption through end user engagement including quarterly business reviews, ongoing training and coaching sessions, and facilitating renewals with sales 

  • Monitor key metrics and analyze utilization trends and drive actions to ensure overall health of the account base 

Related Duties as Assigned 

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of the position holder. Consequently, the position holder may be asked to perform other duties as required. 

Note: Job descriptions will be updated and reviewed regularly and you may be required to carry out duties for which you have the skills and experience for on a regular or ad-hoc basis. 

Minimum Qualifications & Skills:   

  • 1 year experience in UCaaS/SaaS 

  • Proven data analytical skills an advantage 

  • Proven Training skills/experience  

  • Strong collaboration & cross-team skills 

  • Confident public speaker, experienced in communicating to senior leadership and presenting to large audiences 

  • Comfortable working at all levels of the business, as well as with clients & partners 

  • Comfortable working independently  

  • Comfortable in managing projects and tasks remotely and working to drive success with remote-based staff 

  • Highly proficient in using Microsoft Packages - Word, Excel, PowerPoint.  

  • Knowledge and experience with Unified Collaboration technologies, enterprise collaboration tools (Cisco, Microsoft Zoom), video and audio solutions are highly desired. 

  • Demonstrated ability to succeed in a fast-paced, dynamic technology environment 

  • Excellent interpersonal skills. Excellent written and verbal communication 

 

Job

:   Operations  


Client Experience Analyst

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