Location: Remote

Shift: UK Shift

Company: Aplusify

Interview: In Person

Job Overview:

HytechPro is a leading provider of IT services and consulting, focusing on their customers’ most strategic technology projects to deliver actionable competitive advantage.

We are seeking a Senior-level member in our Customer Success team for Aplusify who can oversee entire Customer journey including Onboarding, managing requests and reviewing their renewal pipeline. He/she should serve as our product/service champion, driving adoption and expanding features with our technical team.

Key Responsibilities:

1. Onboarding and Customer Success Planning:

• Onboard customers successfully, ensuring smooth integration and a positive start with our products/services.
• Develop and implement Customer Success Plans for key accounts, setting clear goals and objectives to drive customer engagement and satisfaction.
• Regularly assess the progress of customer success initiatives and adjust plans accordingly to meet evolving needs.
• Create and execute 30-60-90-days follow-ups to ensure the customer is settled, satisfied, and realizing value from the product.

2.  Customer Feedback & Advocacy:

• Gather, analyse, and synthesize customer feedback, identifying areas for improvement and potential new opportunities.
• Encourage and facilitate customer advocacy by obtaining testimonials and referrals.
• Create action items based on customer feedback, track progress, and ensure timely implementation.

      3.   Opportunity Identification & Cross-Functional Collaboration:

• Identify opportunities to provide additional services or solutions to existing customers and collaborate with internal teams to act on them.
• Foster cross-team collaboration to ensure customer needs are met, including aligning with sales, support, product, and marketing teams.
• Maintain a risk register, identifying potential issues and creating action plans to mitigate them.

4.   Reporting & Data Analysis:

• Prepare health check-up reports for all accounts, utilizing data and analytics to assess customer health and product usage.
• Maintain accurate customer records and account information, ensuring data integrity and easy access for internal teams.
• Provide regular reports on customer engagement, satisfaction, and product adoption to internal stakeholders.

5.    Renewals & Escalations:

• Manage the renewal pipeline, ensuring customers renew their contracts and continue their relationship with the company.
• Flag escalations and work proactively to resolve any issues or concerns, ensuring a positive customer experience.
• Act as the Subject Matter Expert (SME) for Aplusify, partnering with clients to understand their operational challenges and demonstrate how Aplusify can help.

Requirements

• Bachelor’s degree in a related field (IT, Business, or similar).
• Proven experience in a Customer Success role or similar customer-facing role.
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Understanding of the industry and market trends.
• Ability to work collaboratively with cross-functional teams, including sales, support, and product development.
• Experience – 3-6 Years ( US/UK market)
• IT product experience ( SAAS based)