Customer Success Strategist

As a Customer Strategist Manager, your mission is to ensure our customers' success and satisfaction from the initial onboarding through their entire lifecycle with our company. You will serve as a critical link between our customers and various internal teams, driving customer engagement, adoption, and retention.
You’ll be responsible for managing the entire customer journey, ensuring that our clients derive maximum value from our products, and helping to identify opportunities for account growth in partnership with Account Managers..You will collaborate closely with AM/KAM, PDE, Sales, and Support to ensure a seamless and positive experience for our customers.

**Key Responsibilities**
- ** Customer Onboarding**: Guide new customers through the onboarding process, ensuring they are set up for success and fully understand how to leverage our solutions to meet their business objectives.
- **Customer Spend**: Provide playbooks and strategies to drive customer spend on the platform. Measure and report on portfolio spend metrics, identify gaps and opportunities to further increase spend.
- **Partnership with AM/KAM**: Use customer insights to recommend additional products or services that would benefit the customer, helping to grow the account and increase customer value in partnership with Account Management/Key Account Management.
- **Customer Relationship Management**: Develop and maintain strong relationships with key stakeholders within customer organisations, acting as their trusted advisor and main point of contact.
- **Account Health Monitoring**: Regularly check in with customers to monitor their satisfaction and product usage, proactively addressing any concerns or issues that could impact their success or retention.
- **Customer Training and Education**: Conduct training sessions and provide resources to ensure customers are fully educated on the capabilities of our products and can utilise them effectively.
- **Feedback Collection and Advocacy**: Gather customer feedback and advocate internally for product improvements or feature requests that could enhance the customer experience. Identify key customers who can take part in Case Studies and Testimonials.
- **Collaborative Problem Solving**: Work closely with the support team to resolve any escalated technical issues quickly, ensuring a positive experience for the customer.
- **CRM and Reporting**: Keep detailed records of all customer interactions, account status, and progress in our CRM system, providing regular updates on customer health and retention metrics to management

**What we're looking for**

A successful Customer Strategist Manager is a versatile professional with a deep product knowledge, excels in building strong customer relationships, demonstrates clear communication, possesses market and customer knowledge, manages time effectively and drives customer adoption while recognising potential risks.
- ** Process & Project Management**: Ability to design, implement, and optimise onboarding processes that ensure a consistent and efficient customer experience from the first interaction.
- **Technical Expertise**: Strong understanding of our product's technical aspects, enabling you to guide customers through setup, configuration, and initial usage without requiring extensive support.
- **Customer-Centric Mindset**: A deep passion for helping customers succeed, with the ability to understand their needs and align our solutions to meet their goals.
- **Strong Communication Skills**: Excellent verbal and written communication abilities, capable of conveying complex ideas clearly and effectively.
- **Relationship Builder**: Ability to build strong, trusting relationships with customers and internal teams, fostering a collaborative environment.
- **Problem-Solving Ability**: Proactive in identifying potential issues before they arise and adept at finding creative solutions to ensure customer satisfaction.
- **Organisational Skills**: Highly organised, with the ability to manage multiple accounts and tasks simultaneously while maintaining attention to detail.
- **Analytical Mindset**: Comfortable with data analysis, using customer data to inform decisions and strategies for improving customer outcomes

**About Spendesk**
Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

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