Job Title: OCM Consultant
Duration: Long term contract/Full time
Location: Alameda, CA (Strictly Onsite)
Education / Qualification
- Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
Certification
- Any technical certification in O365 would be an advantage.
Requirements:
- Minimum of 10 years of experience as a Customer Success Manager or Organizational Change Management.
- 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)
- 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 customer experience
- 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
- Capability to analyze and adapt to digital adoption platforms like WalkMe, Whatfix etc
Secondary skills (Good to have)
- Proficient in following change management activities, Roadmap & Change Management Planning, Execution & Change Management and Continuous Improvement & Training
- The ability to learn quickly and easily grasp new software applications
- Proven work experience as a Customer Success Manager or organization change manager
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Experience in managing a diverse group and training each according to company standards
- 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"
Soft skills/other skills (If any)
- Strong customer service skills
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Excellent multi-tasking skills
- Strong organizational skills
- Ability to lead and motivate others
- Strong analytical skills
- Ability to work well in a team environment
