Client Success

Rough draft version below

Role Overview:

As a Client Success Manager (CSM) at KnowledgeLake, you will be the primary point of contact for a portfolio of clients. You will work closely with customers to ensure they achieve their desired outcomes and derive full value from our document management and automation solutions. The ideal candidate will have a passion for customer engagement, problem-solving, and driving customer success through strategic guidance and solution adoption.

Key Responsibilities:

• Client Onboarding & Adoption:
  Lead new client onboarding processes, guiding customers through the implementation of KnowledgeLake solutions and ensuring a smooth transition. Provide strategic advice to help clients fully adopt and leverage the platform to meet their business objectives.

• Relationship Management:
  Serve as the trusted advisor to clients, building long-lasting relationships based on trust and mutual success. Understand client needs and proactively suggest solutions that enhance their experience with KnowledgeLake.

• Customer Retention & Satisfaction:
  Drive high levels of customer satisfaction by addressing client concerns, managing expectations, and offering tailored solutions. Identify opportunities to expand client relationships, ensuring long-term retention and growth.

• Solution Optimization:
  Work with customers to identify and resolve pain points, ensuring the solutions are fully optimized. Leverage your understanding of the KnowledgeLake platform to guide customers in achieving their business goals.

• Training & Enablement:
  Provide training and educational resources to customers to empower them to use KnowledgeLake products effectively. Develop customized training plans based on customer needs and technical capabilities.

• Advocate for Clients:
  Act as the voice of the customer internally, providing valuable insights to the product, sales, and marketing teams about customer needs, challenges, and opportunities for improvement.

• Reporting & Metrics:
  Monitor client health through key performance indicators (KPIs) and other success metrics. Provide regular reports and updates to clients and internal stakeholders on progress, product usage, and ROI.

• Renewals & Upsells:
  Support the renewal process by ensuring customers continue to see value in KnowledgeLake solutions. Identify upsell and cross-sell opportunities that align with client goals and business needs.

• Issue Resolution:
  Quickly address and resolve any product or service-related issues, working with the technical support and product teams to ensure timely resolutions.

Qualifications:

• Experience:

  • 3+ years of experience in customer success, account management, or a related client-facing role, preferably within SaaS or enterprise software.
  • Experience working with document management, workflow automation, or content management solutions is a plus.

• Skills & Abilities:

  • Strong interpersonal and communication skills, with the ability to build relationships and establish trust with clients.
  • Demonstrated ability to understand customer needs and translate them into actionable solutions.
  • Strong problem-solving and critical thinking skills with the ability to think strategically and creatively.
  • Excellent project management skills, with the ability to manage multiple clients and priorities simultaneously.
  • Comfortable working with cross-functional teams (sales, product, support) to ensure client success.
  • Familiarity with CRM tools (Salesforce, HubSpot) and customer success software (ChurnZero, Gainsight) is a plus.

• Education:

  • Bachelor's degree in Business, Information Technology, or related field, or equivalent work experience.

Current Openings for Client Success Jobs at KnowledgeLake