Customer Success Advisor

Contenuto del lavoro

The Customer Success Advisor is an experienced consulting role responsible for leading Client engagements focused on sales performance improvement and change management. The Customer Success Advisor will work with Client, Richardson Sales Performance, and 3rd party resources to help Client successfully implement and deploy sales performance improvement solutions, which typically include the following:

• Identifying Client’s strategic business goals, and leading indicators of performance improvement (sales talent knowledge, behavior, and pipeline)
• Developing and supporting the rollout of multi-year curriculum plans to close sales talent Gaps and individual learning plans
• Supporting Client in obtaining measurable and sustainable benefits from the multi-year development plans
• Developing and supporting the Change Management programs that are integral part of Sales Performance Improvement programs

The Customer Success Advisor role is not a quota-based sales role; however, it is part of an Account Management team where they work closely with the sales lead (Account Executive) to develop and expand Client relationships.

Responsibilities

Account Management: Responsible for co-ownership for assigned client accounts as it relates to adoption and implementation.

· Partner with Client leaders and stakeholders, as well as internal and external experts to create an overall strategy for sales performance improvement that aligns with Client business strategy.

· Define ROI metrics / KPI’s to track effectiveness of sales performance improvement strategy, as well as integration requirements with supporting technologies, including but not limited to CRM and Talent Management.

· Conduct Executive business reviews with Client to report on effectiveness of sales performance improvement strategy, as well as plans to continue successful implementation.

· Contribute to the overall success of Client’s sales leadership as well as HR / Learning and Development leaders.

· Work with client account team to build and manage the Strategic Account Plan

Implementation Management: Provide implementation oversight and best practices regarding development plans and actionable insights.

· Partner with Client and internal resources to develop multi-year development/curriculum plans to develop key focus areas aligned to overall goals.

· Evaluate and interpret results from assessments, online learning scores, workshop feedback and digital products.

· Leverage CRM and Digital Platforms to continually monitor effectiveness of the sales performance improvement strategy and provide Client with ongoing recommendations for optimizing sales performance improvement.

Change Management: Provide best practices and support in driving behavior change that will help them get the most out of their sales performance initiative.

· Provide leadership to Client on effectively managing sales performance improvement as a change management initiative.

· Work with Client to identify areas of improved performance, as well as areas where change is hampered. Develop plans to continually improve performance.

Job requirements

Qualifications

· Bachelor’s degree is required, preferably in Business Management, Performance Improvement, HR/Training or related field.

· Minimum of 3 years of experience in customer success, program / project management, sales management consulting, or related experience.

· Change Management and adoption experience

· Consulting and coaching experience helpful; strong communication and influence skills.

· Advanced use of Outlook, Excel, MS-Word, and PowerPoint required

· Good Understanding of CRM (Salesforce), and other sales tools Instructional design experience not required, but beneficial.

· Must be willing and able to work and travel internationally as needed, up to 25% travel required.

Abilities, Attributes & Other

· Must possess the ability to work in a fast-paced, multi-tasking, team-oriented environment, as well as the ability to work with minimal supervision

· Ability to problem solve and resolve client issues

· Manage time by prioritizing tasks and working in a structured way

· Strong attention to detail and the ability to manage multiple concurrent objectives, projects, and activities, while effectively making judgments to prioritize and allocate time appropriately to meet deadlines for clients, colleagues, and supervisor

· Adaptive mindset in alignment with our company’s culture of continuous learning to help drive improved organization performance

· Self-motivated and reliable to be accountable for outcomes

What we offer

· Excellent development opportunities among highly competent and ambitious colleagues

· Unique international culture and a network of helpful colleagues

· Coffee, drinks and lunches

· Eco checks and meal voucher

· Transportation allowance

· Working from home allowance

· Hospitalisation insurance

Additional Information

• The Customer Program Manager is a salaried, Full-time role with standard working hours between9:00 am – 6:00 pm CET, Monday - Friday; additional hours or an earlier starting time may be required as needed.
• While we have a modern office space located at Corporate Village-Elsinore Building, Da Vincilaan 9, 1930 Zaventem, the company has incorporated a hybrid working policy that allows employees to choose their own working space (from home/office etc.). Employees might however be requested to come to the office for team meetings or client meetings.

Equal Opportunity Employer

Richardson Sales Performance is committed to cultivating a workplace that is diverse, equitable, and inclusive, and we are continuously evolving our DE&I practices to make progress in this area. Our business policies and practices, including those around hiring, protect all individuals and organizations that we do business with from discrimination based on any and all non-merit based factors, including race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, or military service.