TouchPoint One’s Customer Success team advises and guides our enterprise customers to implement Acuity, our industry-leading performance management and employee engagement software for contact centers. As a Client Success Consultant, you’ll help ensure customers are optimized and scaling easily through impactful engagements, while driving business and technical value. A key fixture of our Success team is the work our Success Consultants do to understand a customer’s business, work creatively to provide solutions to challenges, and ultimately help their business innovate and transform using Acuity. Alongside your teammates, you ensure that customers are seeing results from Acuity and will continue their partnership with TouchPoint One.
Assist in troubleshooting and resolution around client and service issues which include configuring Acuity, supporting and managing projects, including initial implementation and training.
Support client adoption and drive TouchPoint One’s value proposition by helping to define and ensure client-desired business outcomes.
Contribute to the implementation of overall account strategies for long term mutual success between TouchPoint One and our clients to promote client retention and support client renewal.
Provide overviews of the product to the client, such as demos and high-level capabilities of features and functions.
Work closely with Sales, Marketing, Professional Services, Product, Client Support and Services which contribute to Client Success-led initiatives against those of our clients.
Support pre-sales engagement through on-site and virtual visits and/or phone calls.
Participate in new client on-boarding.
Co-organize and support client training events and secure client attendance and participation
Requirements
High School Diploma or equivalent. Bachelor’s or advanced degree a plus.
3+ years of experience working in contact center operations.
Knowledge of performance scorecards, employee engagement strategies (including gamification), data management, quality monitoring, and other core contact center performance management technologies.
Experience with software solutions with proven success in client relationship development and management.
Ability to influence and collaborate with others inside and outside the organization is critical.
The ability to make decisions and resolve problems quickly and effectively.
Strong organizational skills and an ability to effectively manage a project workflow.
Strong time management skills with the ability to effectively prioritize.
Excellent verbal and written communication skills.
Limited travel
Benefits
There’s life at work and life outside of work. We want everyone to be healthy, travel often, get time to give back, and have the financial resources and support they need.
