Strategy Consultant - Customer Success
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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:
- 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)
- Drive change within the organization
- Support individuals and a team in their transformation effort
This is a role for an experienced, driven and empathetic individual who wants to be a 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 of 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
- Working 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
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