Customer Success Consultant
Z's Associates, Inc

New York, New York


ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset is our people-a fact that's reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond.

ZS's Business Consulting group partners with clients to design and deliver solutions to help them tackle a broad range of business challenges. Our teams work on multiple projects simultaneously, leveraging advanced data analytics and problem-solving techniques. Our recommendations and solutions are based on rigorous research and analysis underpinned by deep expertise and thought leadership.

ZS's Beyond Healthcare group focuses on conceptualizing, designing and implementing a wide spectrum of Digital and Analytic solutions to improve commercial and operational effectiveness for clients. We offer a wide range of services based on client needs from strategy development, roadmap definition to providing platforms and services that help clients with their on-going operations. Our team possesses deep expertise in formulating strategies, delivering on leading Digital and Advanced analytics, Business Intelligence and Platform Development to solve business problems.

Customer Success Team (CST) focuses on long-term customer relationships and proactively determines solutions to potential issues to reduce client churn and increase new engagement opportunities with the client. It is about fostering relationships to ensure we drive client impact and communicate that impact appropriately which results in higher client loyalty.

CUSTOMER SUCCESS CONSULTANT

Customer Success Consultants (CSCs) are the powerhouse of the client deployment and engagement team for various AI products ZS deploys for their clients. CSCs combine best-in-class analytic skills with strong problem-solving and communication abilities to break down complex problems into simpler problems to solve for and provide recommendations to help clients solve strategic, tactical, and operational business problems. Although products are standardized, the nature of work is generally unstructured and full of solving complex problems.

CSCs typically work on multiple client deployments simultaneously and as they advance in their career, they often specialize in a particular industry, product and/or client relationship. CSCs work in tandem with both Onshore and Offshore based customer success teams and are also deeply engaged with the internal ZS AI and Engineering teams to drive client impact and help make the product a success with the clients.

Responsibilities:

  • Partner with business executives, stakeholders and ZS product teams to define and meet business objectives and help ensure deliverables are completed in a timely manner including articulation of client impact delivery along with AI and engineering nuances, structuring clear and concise recommendations to a C-level audience
  • Accountable for the customer success journey - from implementation to training to adoption to usage to value realization (take on accountability post-sales)
  • Lead day to day client engagement, understand client business priorities, lead development of product use cases for them, design and lead proforma analysis for estimating business opportunity, and ultimately lead the execution of the use case and impact delivery for the clients
  • Create client impact stories, synthesize findings, develop recommendations and communicate results to clients and internal teams including the product leadership
  • Build a strong client relationship in client business, marketing, IT and other relevant stakeholder groups
  • Work in tandem with offshore and onshore teams (wherever applicable) & be accountable for client impact by ensuring consistent progress, organizing insights & summaries and coordinating team/client meetings
  • Drive effective working sessions with offshore & onshore project team leadership and bring "Voice of Customer" in all internal discussions
  • Provide thought leadership and innovation within projects and across practice areas
  • Contribute to internal firm activities & Coach and mentor junior team members
Qualifications:
  • MBA with bachelor's (and often graduate) degrees with a strong academic record in business, economics, marketing, psychology, physical or life sciences, engineering, applied math, statistics or related fields. Alternately, candidates may possess a PhD in marketing, economics, decision sciences or related field with a business application. In lieu of an MBA or PhD, 5-8 years of relevant work experience data science, management consulting, customer success may be considered
  • High motivation, good work ethic, maturity, and personal initiative and aptitude for leading and managing teams
  • Effective oral and written communication skills that enable personal impact with senior-level decision makers
  • Should be able to storyboard, create, and deliver compelling client facing presentations. Ability to succinctly communicate a viewpoint in an easy-to-understand and visual manner is key here
  • Strong analytics & unstructured problem-solving skillset (including use of advanced modeling techniques and experience with tools such as R, Python, SQL, Tableau); experience / basic querying ability in SQL is required
  • Strong attention to detail, with a quality-focused mindset
ZS is a global consulting firm. Fluency in English is required; additional fluency in at least one European or Asian language is desirable.

Candidates must possess or be able to obtain work authorization for their intended country of employment. An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.

ZS offers a competitive compensation package with salary and bonus incentives, complete medical/dental/life insurance programs and retirement savings benefits. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.

ZS is committed to providing and maintaining a safe workplace. Must have received full COVID-19 vaccination by date of hire to be considered. Proof of vaccination will be required upon acceptance of offer of employment. Exemption process available on a limited basis.

NO AGENCY CALLS, PLEASE.



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