- Understand how the customer uses and intends to use the solution, being naturally inquisitive and recognizing opportunities for the customer to improve during the course of the partnership with Proactis.
- Identify and proactively contact key stakeholders across Finance, Procurement and ICT to ensure that maximum value is being derived from the solution, along with where the solution can be used and expanded further across the organization for optimal customer benefit.
- Play a pivotal role in the customer improvement journey, including liaising with relevant functions internally such as Support and Professional Services to proactively make suggestions, facilitate any concerns or risks and introduce other areas of expertise across the business as appropriate.
- Attend the quarterly customer review meetings, researching customer usage beforehand and providing insights into the customer experience and how the customer can further improve usage and the experience with Proactis and the solutions.
- Outline the benefits of any user group or marketing events to the customer, along with following up on any communications sent so that the customer is always fully appraised of any new functionality or initiatives being presented.
- Act as a point of escalation when required, proactively involve senior stakeholders as appropriate to assist in the timely resolution of any issues.
- Accurately records all communications and opportunities within the Customer Relationship Management (CRM) solution – Salesforce.
- With new Proactis functionality constantly being released as part of the cloud solutions, ensure that time is invested to understand this functionality, how it helps the customer to obtain maximum value and ensure this is communicated to customers in a timely manner.
- Be responsible for the retention of customers, working with respective internal functions to ensure the growth and retention of the customer in the short, medium and long-term.
- Performs other tasks as may be deemed necessary by the organization due to operational requirements.
