Customer Experience Consultant I, Preparation and Response

Summary: The Customer Experience Consultant I will own the customer journey starting with implementation to engagement delivered post implementation of their Navigate360 SaaS solution. This role owns the client experience through the entire onboarding phase and then will guide Navigate360's clients to their desired outcomes, while driving value in their partnership with us. Responsibilities include client onboarding, training, and advising on best practices for deployment and adoption of the platform to drive satisfaction, retention, and additional growth opportunities.

Duties / Responsibilities:

• Manage a portfolio of accounts throughout their entire lifecycle, ensuring maturity milestones are met during adoption, growth, and renewal phases.
• Serves as a customer advocate driving strong renewal rates and higher enrichment by understanding the customer's business initiatives and mapping to Navigate360's portfolio of products and services
• Has relevant business experience in demonstrating a customer-first mindset and an ability to identify cross-sell and upsell opportunities.
• Creates, executes, and delivers a strong customer engagement strategy in partnership with the customer executives/decision-makers
• Coordinate and manage the onboarding strategy and implementation timeline of programs with the client
• Able to effectively exercise independent discretion to drive customer participation in setting up and training aspects of onboarding
• Conduct effective and engaging training across multiple formats (live to many, virtual live to many, recorded, individual, and needs-based sessions)
• Collaborate with cross-functional teams to enhance the overall client experience
• Experience in managing projects, balancing the needs of multiple stakeholders, and working on tight timelines even with resource constraints
• Maintain competitive understanding of Navigate360’s primary competitors
• Create, design and present training webinar content
• Perform and/or project manage system configuration and user acceptance to confirm functional
• Report customer “pulse” evaluation (include in health metrics)
• Maintain clear customer records for onboarding progress within the designated tool
• Ensure a timely response to customer requests
• Other duties as assigned

Required Qualifications:

• Bachelor’s degree in a related field or equivalent combination of education and experience
• 2+ years of progressive experience driving successful solution-oriented customer engagement, managing business challenges and delivering exceptional customer success or related field
• Proven ability to manage a book of business maintaining high levels of customer retention and meeting cross-sell goals
• Self-driven and proactive nature
• Proven ability to manage customer escalations & achieve positive outcomes
• Detail oriented with strong organizational and time management skills
• Strong storytelling abilities, verbal and written communication and presentation skills

Preferred Qualifications:

• 3+ years of progressive experience driving successful solution-oriented customer engagement, managing business challenges and delivering exceptional customer success or related field
• Experience with Salesforce, Customer Success Platforms and Excel
• Microsoft MCSE (Microsoft Certified Solutions Expert)
• Experience in a SaaS environment and Ed Tech is a plus

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations. Ability to travel up to 25% per month.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.