Strategy Consultant- Customer Success
At their core, the Kapost Consultant is a coach. Their primary responsibility is to provide strategy and process guidance to prospective and current Kapost customers to optimize their content operation, including the following:
Building relationships with executive sponsor(s)
Learn their business’ priorities, strategic initiatives, and content operation goals
Gain their buy-in to our value prop and vision as an MOS
Align with them on their Vision
Understanding of their current state, pain points, challenges
Collaborate on a plan and execute on plan to build a content operation
Being prescriptive (save the customer from themselves)
Driving change within the organization
Supporting individuals and teams in their transformation effort
This is a role for an experienced, driven and empathetic individual who wants to be part of growing and delivering services with a broad spectrum of customers.
The ideal candidate will have:
Enterprise customer experience
Background in front of the room facilitation
Understanding of transformation and change management
Knowledge of what it takes to build strong, trusting relationships with customers -- and with the Kapost Customer Success, Sales, Product, and Marketing teams
Key Responsibilities:
Facilitation and management of Consulting engagements
Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our services
Work closely with the Implementation Managers (IMs) and Customer Success Managers (CSMs) to identify opportunities for support of people/process change to drive product adoption
Work with Director of Consulting Services to develop, improve and expand offerings
Manage C-level/executive, mid-level, and project relationships among a diverse set of customers
Develop complete understanding of the Kapost platform, offerings and story
Be comfortable and capable of giving and receiving feedback
Ability to travel up to 75%
Kapost Culture
Requirements/Skills:
Strategic consultant with experience in transformation implementations and/or change management
Teamwork skills a must, ability to collaborate and manage internal and external resources
Proven time management skills in an environment where you may be managing several customer engagements simultaneously
Excellent verbal, written, and interpersonal communication skills
Ability to think and act strategically
Experienced in facilitation
Must be a quick learner, self-starter, and have the ability to work with minimal supervision in a fast-paced environment
Four year university/college degree required