Job Title: OCM Consultant Duration: Long term contract/Full time Location: Alameda, CA (Strictly Onsite) Certification
Any technical certification in O365 would be an advantage.
No of years of experience
1) Minimum of 10 years of experience as a Customer Success Manager or Organizational Change Manager
Team size handled (if any)
This is an individual contributor role.
However, the candidate should be a good team player & proactive.
Primary Skills (Must have)
1.
Proficient with Organizal Change Management activities
2.
Establish clear client retention goals
3.
Assist customers with setting up and navigating programs or software
4.
Promote the value of the product
5.
Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
6.
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
7.
Review customer complaints and concerns and seek to improve the customer experience
8.
Upsell services and products with the brand image
9.
Promote value through customer experience
10.
Assist in creating training courses and educational materials
11.
Optimize existing processes within the company and actively enhance all Customer Success initiatives
12.
Capability to analyze and adapt to digital adoption platforms like WalkMe, Whatfix etc
Secondary skills (Good to have)
Job/Role Description
1.
Proficient in following change management activities, Roadmap & Change Management Planning, Execution & Change Management and Continuous Improvement & Training
2.
The ability to learn quickly and easily grasp new software applications
3.
Proven work experience as a Customer Success Manager or organization change manager
4.
Exceptional ability to communicate and foster positive business relationships
5.
Technical skills required, as they relate to the use of the product or service
6.
Experience in managing a diverse group and training each according to company standards
7.
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
8.
Ability to establish milestones and keep all team members on task
9.
Accountability and personal organization are essential"
Soft skills/other skills (If any)
1.
Strong customer service skills
2.
Excellent verbal and written communication skills
3.
Strong interpersonal skills
4.
Excellent multitasking skills
5.
Strong organizational skills
6.
Ability to lead and motivate others
7.
Strong analytical skills
10.
Ability to work well in a team environment