Senior Client Advisor

This role is within the Client Advisory team and has the scope of a Customer Success Manager (CSM). This team is responsible for creating a partnership with our clients , driving product engagement and value realization based on best practices and expertise across VTS’ asset management, digital marketing, and tenant experience platform. 

As a Senior Client Advisor you will work with a few of our largest, most complex clients to ensure they are maximizing the value of VTS for their organizations. You will be responsible for partnering with them to help them adopt VTS and achieve predictable business outcomes. You will track their usage and adoption, provide insights and best practices on how they better leverage the VTS platform at an account level, (e.g., opportunities for workflow improvement,) and proactively help them address workflow gaps.

Your days will include working with sales, implementation, and product teams to ensure a coordinated approach to customers. You will also work closely with sales on upsells, expansions, and renewals.

To thrive in this role you should have a service-oriented ethos, strong business acumen and an ability to structure client problems into desired outcomes, as well as have an understanding of SaaS customer success models. In this role you will use the following platforms: SalesForce, Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides).

Here’s what you can expect as a Senior Client Advisor:

• Relationship Building: Build trusted advisor relationships with executive sponsors and all key stakeholders at your client accounts for how VTS is used to achieve desired business outcomes. 
• Detailed Product/Service Knowledge: Be an expert on VTS products and services and understand how they can be leveraged to help clients achieve desired outcomes. Act as a thought leader within the larger Customer Success team and company to share industry learnings and demonstrate best practices. 
• Client Outcomes: Identify strategies and initiatives at the account level to help clients drive engagement and achieve desired business outcomes. Be a change leader with your clients and comfortable challenging clients on change where appropriate. Help communicate the value of these initiatives and drive customer reference-ability and case studies
• Client Engagement: Responsible for establishing regular touch points with clients for account usage, adoption insights, and consulting topics. Partner with Sales to drive Executive Business Reviews with clients to demonstrate ROI and drive additional usage and upsells.
• Risk Mitigation: Proactively identify situations where clients are at risk of adopting VTS or achieving their business outcomes and proactively identify solutions to address these (working closely with internal stakeholders - sales, product, exec leadership & support). 
• Internal Advocacy: Be an internal advocate for customer needs, requirements, and feature requests across customer success, product and sales.

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