Job Description
Company Description
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
KEY RESPONSIBILITIES
- This is an individual contributor role on hybrid setup.
- Encourage clients to utilize new features that will help them drive their business forward
- Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
- Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle.
- Develop plans that ensure that clients are successfully adopting our platform that align to their business needs.
- Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments.
- Develop customer relationships, by building trust and ensuring the customer’s needs are met.
- Align customers with the enablement resources to drive adoption.
Qualifications
MINIMUM QUALIFICATIONS
- At least 1-2 years direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)
- Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers.
- Excellent verbal and written communication skills
- Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program.
- Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set.
- Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audiences
