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Client Success Consultant
Client Success Consultant
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Client Success Consultant 是 SMG 与客户之间的主要联系人，通过与客户和项目负责人建立牢固的关系，帮助他们从体验管理项目中获得可衡量的价值。该角色结合客户合作、项目策略、产品专业知识、培训和主动指导，以提高项目健康度、功能使用率、使用情况、满意度和投资回报率，同时将客户优先事项与 SMG 的相应能力相匹配。
你将负责的工作
· 担任 SMG 项目和产品的专家，展示功能并提供培训，以提高 SMG 工具的有效使用。
- 管理客户项目健康度和使用情况，指导客户在问卷设计、报告设置、邀请方式、闭环流程、数据集成和相关项目要素方面采用最佳实践。
- 主动分享最佳实践、跨客户案例、培训和实用功能指导，帮助客户加强和扩展他们的项目。
- 对齐合作优先级、交付成果和时间表，使其与客户的业务目标一致，并将持续工作与客户试图实现的结果联系起来。
- 领导年度或半年度的问卷和项目咨询、成熟度评估以及战略合作规划，然后推动支持项目投资回报率的后续行动。
- 管理与交付成果和项目更新相关的客户沟通，有效解决疑虑，并通过无缝解决机制上报关键问题。
- 与客户各层级的关键联系人建立信任关系，预判需求，并在 SMG 内部成为客户的有力倡导者。
- 识别扩展倾听渠道和项目价值的机会，与销售团队合作拓展其他功能，并保持 Salesforce 中交付成果、客户健康状况输入和行动项的准确记录。
成功的表现
· 30 天内：全面了解所负责客户项目的现状、优先事项、利益相关者、SMG 工具以及当前的项目健康度和使用机会。
- 60 天内：主导核心客户沟通、培训和交付成果的跟进，同时识别风险、机会和有助于提升使用率和项目健康度的行动。
- 90 天内：建立一致的客户合作节奏，将项目活动与业务目标挂钩，推进战略计划，保持良好的 Salesforce 可见度，并发现额外项目价值的机会。
查看英文原文
Client Success Consultant
What we’re looking for
The Client Success Consultant is the primary client contact at SMG, building strong relationships with clients and program owners while helping them get measurable value from their experience management programs. This role combines client partnership, program strategy, product expertise, training, and proactive guidance to improve program health, feature adoption, usage, satisfaction, and ROI, while connecting client priorities to the right SMG capabilities.
What you’ll do
· Serve as an SMG program and product expert, demonstrating features and delivering training that increases effective use of SMG tools.
- Manage client program health and adoption, guiding clients toward best practices across survey design, reporting setup, invite methods, close-the-loop processes, data integrations, and related program elements.
- Proactively share best practices, cross-client examples, training, and practical feature guidance to help clients strengthen and grow their programs.
- Align partnership priorities, deliverables, and timelines to client business objectives, and connect ongoing work to the outcomes clients are trying to achieve.
- Lead annual or semi-annual survey and program consultations, maturity assessments, and strategic partnership planning, then drive follow-through on actions that support program ROI.
- Manage client communication around deliverables and program updates, resolve concerns effectively, and escalate critical issues through seamless resolution.
- Build trusted relationships with key contacts across client levels, anticipate needs, and act as a strong advocate for the client within SMG.
- Identify opportunities to expand listening channels and program value, partner with Sales on additional capabilities, and maintain accurate Salesforce records for deliverables, client health inputs, and action items.
What success looks like
· 30 days: Build a clear understanding of assigned client programs, priorities, stakeholders, SMG tools, and current program health and adoption opportunities.
- 60 days: Lead core client communications, training, and deliverable follow-through while identifying risks, opportunities, and actions that improve adoption and program health.
- 90 days: Own a consistent client partnership rhythm that ties program activity to business objectives, advances strategic plans, maintains strong Salesforce visibility, and surfaces opportunities for additional program value.
Why you’ll love SMG
· We work with some of the world’s biggest and most valued brands.
- We’re fully remote, and we’re staying that way.
- We offer competitive compensation and benefits, which include but aren’t limited to:
- Unlimited PTO
- Extended parental leave
- Company-issued equipment and tools
- A culture built on connection, collaboration, and continuous improvement
What you’ll bring
· Bachelor’s degree or equivalent work experience.
- Minimum 2+ years of experience in client success, account management, consulting, customer experience, or another customer-facing role.
- Working knowledge of client success, customer experience programs, retention, and value realization.
- Strong relationship management skills with clients, executives, and internal cross-functional partners.
- Demonstrated ability to provide consultative guidance, identify risks and opportunities, influence action, and manage priorities, client communications, and program health across multiple accounts.
Preferred:· Previous roles in client success, account management, CX, customer feedback, market research, consulting are ideal.
Who we are
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands. With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Originally posted on Himalayas