Customer Success Consultant

1 week ago

Sydney, New South Wales, Australia Y Soft Full time

As a Customer Success Consultant you play a critical role in Y Soft's customer success strategy and are a key member of the sales team.


Working under the supervision of the Y Soft regional EVP of Sales, you will engage early in the customer's buyer journey and lead the customer to a sales transaction made by the partner and follow the customer lifecycle; promoting continuous innovation and expansion and ensuring customer success at each step along the way.


You will be backed by the strength of the Y Soft brand and Y Soft marketing, inside sales, development, delivery and support teams, you will operate in consultation with or alongside the accountable field sales and business development reps with the objective to becoming trusted and introduced by partners for establishing a direct line to prospects and customers.


When working directly with customers, you shall challenge preconceptions, become acutely aware of the customer's biggest problems, design possible solutions and drive customer outcomes leading to the customer's better understanding, preference, selection, adoption, return on investment, renewals, and expansion of Y Soft offerings.

At all times, you shall act as trusted advisor to diagnose and potentially solve customer's ever complex and evolving printing, imaging and digital transformation needs.


WHAT WILL YOU ACTUALLY DO IN THIS ROLE?:

Partner Evangelization:

  • Design and formalize a scalable and efficient presales consultancy adoption strategy, mapped to a set of actions that the partner is willing to follow repeatedly, to establish your direct line to ideal prospects and customers.
  • Articulate to and continually refresh critical stakeholders in the partner organization how you can deliver innovation and measurable value to our joint ideal customers.

Prospect Qualification:

  • Discover, diagnose, qualify, disqualify prospects on the basis of the set of outcomes that you know Y Soft and the partner can deliver on.
  • Engage in demonstrations, trials, evaluations, Proofs of Concept and Pilots that contribute to evidencing that the customer's signed off strategic goals can be achieved through the adoption of Y Soft products and services.
  • Collaborate internally with your team and externally with the partner and the prospect to ensure your value proposition and solution design is unified with the Y Soft and partner's commercial proposal, sales, delivery and postsales strategy and capability and the prospect's feedback and agreement.

Customer Onboarding and Success:

  • Collaborate internally with your delivery, sales and postsales teams and externally with the partner to welcome the customer onboard and set the standard and tone for the delivery experience, technical support and engagement they will receive throughout their lifecycle.
  • Maintain the same consultative end user experience with a regular cadence to ensure that the customer realizes value quickly from their investment and, ultimately, becomes a successful customer with a high lifetime value.
  • Keep stakeholders across the customer and partner organization appraised of Industry trends, events, extended use cases, developments and innovations to allow for the greatest impact on Y Soft sales, retention, and upselling opportunities.
much more beyond the boundaries of space in this job ad.

WHAT WE EXPECT FROM YOU:

  • Broad technical background in mobile
  • Minimum of five years experience, ideally in a technical sales, presales, technical marketing, technical consultancy or a customer success or solution architect capacity where a channel and client facing element was part of your role(s).
  • Experience handling the dynamic between key business and technical influencers is critical.
  • Experience participating in solution configurations and the creation of PoCs to meet customer requirements.
  • Experience working with digital transformation, print management, document capture, document workflow;
- as well as experience working with Y Soft products is a plus.

What skills should you have:

  • Very strong technical knowledge mixed with the ability to be analytical and commercially minded,
  • Ability to translate real world business problems into high level technical solutions and vice versa.
  • Boardlevel storytelling, whiteboarding and presentation skills, incl articulation of technical content.
  • Excellent written and spoken English, additional language is a plus
  • Experience with installation and implementation of software solutions
  • Excellent troubleshooting and log analysis skills and knowledge of technologies to tackle complex and unique implementations (PowerShell, SQL, VMWare, Load Balancers)
  • Deep understanding of Zero Trust Networking Architecture
  • Hands on experience with various cloud technologies (Azure, AWS, Kubernetes)
  • Good understanding of security frameworks and vulnerability management

More about you:

  • Be able to travel domestically and internationally 40% of

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