Organizational Change Manager (OCM) / OCM Consultant / Customer Success Manager
Alameda, CA 94502 (Onsite) FTE & Contract W2 / C2C
Salary - Market / flexible Skills & Experience Minimum of 10 years of experience as a Organizational Change Manager / OCM Consultant / Customer Success Manager This is an individual contributor role.
However, the candidate should be a good team player & proactive. Proficient with Organizational Change Management activities; Establish clear client retention goals Assist customers with setting up and navigating programs or software; Promote the value of the product Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs Review customer complaints and concerns and seek to improve the customer experience Capability to analyze and adapt to digital adoption platforms like WalkMe, Whatfix etc Upsell services and products with the brand image; Promote value through customer experience Assist in creating training courses and educational materials Optimize existing processes within the company and actively enhance all Customer Success initiatives Bachelor's Degree or higher in Information Systems, Computer Science, or equivalent experience. Any technical certification in O365 would be an advantage Strong customer service & customer facing skills; Excellent verbal and written communication skills Ability to work well in a team environment; Strong organizational and analytical skills Ability to lead and motivate others, Strong interpersonal skills and multitasking skills Be proactive and take strategic decisions and suggest best practices Job/Role Description Proficient in following change management activities, Roadmap & Change Management Planning, Execution & Change Management and Continuous Improvement & Training Proven work experience as a Customer Success Manager or organization change manager; Experience in managing a diverse group and training each according to company standards Technical skills required, as they relate to the use of the product or service; The ability to learn quickly and easily grasp new software applications Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed Ability to establish milestones and keep all team members on task; Accountability and personal organization are essential Exceptional ability to communicate and foster positive business relationships