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Customer Success Consultant

At Neostella, we take a customer-centric approach and use cutting-edge technologies to deliver solutions to meet the unique needs of our clients’ business. Our offerings include Neodeluxe Legal Solutions, Work-Relay process and workflow solutions for Salesforce, Robotic Process Automation, and Application Integration. In order to continue our growth, we are seeking a Customer Success Consultant! This individual excels in guiding clients to achieve their goals while maximizing the value of our products and services. High performers in this role will have the opportunity to utilize business analysis and project management skills, making this an excellent role for professionals who thrive on solving complex challenges. Experience in the legal industry is preferred, but a passion for learning and delivering exceptional results is key. The growth potential and opportunities here are endless and we want you to be a part of our journey. Curious what your day would look like as a Customer Success Consultant? Check out the details below!

Key Responsibilities:

  • Customer Success: Act as a trusted advisor, guiding customers through onboarding, design, adoption, and ongoing use of Neostella solutions.
  • Business Analysis: Leverage your analytical skills to gather customer requirements, identify trends, design and build process flows, and recommend process improvements.
  • Project Management: Coordinate with internal teams and customers to ensure the seamless execution of implementation projects.
  • Relationship Building: Build and maintain strong relationships, ensuring clients achieve their business goals and remain satisfied.
  • Problem Solving: Collaborate with customers to understand challenges, develop strategies, and deliver impactful solutions.
  • Product Expertise: Develop deep knowledge of the Neostellas offerings to provide guidance, best practices, and solutions tailored to customers' needs.
  • Success Planning: Collaborate with customers to define success metrics and track progress toward achieving their goals.
  • Training and Enablement: Deliver training sessions and resources to help customers maximize their use of our products.
  • Provide Feedback Loop: Serve as the voice of the customer by sharing insights and feedback with internal teams to enhance Neostella products and services. 
  • Knowledge or experience in the legal industry.
  • Experience working with customers in North America
  • Experience in SaaS or technology solutions.
  • C1 level of English

You will have Undefined Contract, a fast and deep growing career path, pre-paid health insurance coverage with Sura for you and one additional member of your family, flex time, flexibility to work from home or in the office, yearly ophthalmological health bonus, and the opportunity to improve your English skills by working side-by-side with international teams and projects, apart from fully personalized English classes, and more!

*All resumes and application answers must be in English

Average salary estimate

$75000 / YEARLY (est.)
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$60000K
$90000K

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What You Should Know About Customer Success Consultant, Neostella

Join Neostella as a Customer Success Consultant and embark on a thrilling journey where your expertise will guide clients through the dense fog of legal tech solutions! As part of a visionary team, you'll focus on delivering exceptional customer experiences while helping clients maximize the value of our innovative offerings like Neodeluxe Legal Solutions and Robotic Process Automation. Your day-to-day will involve being a trusted advisor to clients, ensuring smooth onboarding, and leveraging your analytical skills to assess customer needs and recommend improvements. Project management will also play a key role as you'll coordinate efforts between internal teams and customers to execute implementation projects flawlessly. If you have a knack for building relationships and enjoy problem-solving, this position is perfect for you! While experience in the legal industry is a plus, what's essential is your unrelenting passion for helping customers succeed. At Neostella, we believe that your career can take off like a rocket, thanks to boundless growth opportunities and comprehensive perks including prepaid health insurance, flexible working arrangements, and personalized English classes. Ready to make a meaningful impact? Come be a pivotal part of our success story!

Frequently Asked Questions (FAQs) for Customer Success Consultant Role at Neostella
What are the primary responsibilities of a Customer Success Consultant at Neostella?

As a Customer Success Consultant at Neostella, you will act as a trusted advisor for customers, guiding them through the onboarding process and ensuring they maximize the use of our solutions. You'll employ business analysis skills to gather requirements and recommend process improvements while managing project implementations. Building strong relationships with customers is essential to ensure they achieve their goals and remain satisfied.

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What qualifications are necessary for the Customer Success Consultant role at Neostella?

To thrive as a Customer Success Consultant at Neostella, candidates should possess experience in the SaaS or technology sectors. A background in the legal industry is preferred but not mandatory. Strong analytical skills and project management capabilities are vital, along with fluency in English at the C1 level. A passionate dedication to customer success and problem-solving is key for this role.

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What opportunities for growth exist for Customer Success Consultants at Neostella?

At Neostella, Customer Success Consultants can expect a wealth of growth opportunities. With a fast-paced and evolving environment, high performers can rapidly advance their careers while developing their skills in business analysis and project management. Continuous learning is encouraged, allowing you to refine your product expertise and enhance your professional qualifications.

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How does Neostella support its Customer Success Consultants in their roles?

Neostella provides its Customer Success Consultants with essential support through personalized training sessions, resource availability, and enriching mentorship opportunities. The company promotes a collaborative culture where feedback is valued, ensuring that your insights help shape Neostella products and services, thus enhancing your impact on clients.

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What perks can a Customer Success Consultant expect when working at Neostella?

In addition to competitive salaries, Customer Success Consultants at Neostella enjoy a range of perks such as prepaid health insurance for themselves and a family member, flexible work arrangements, and the chance to improve English skills through personalized classes. This positions Neostella as an employer that values both professional and personal development.

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Common Interview Questions for Customer Success Consultant
Can you describe your experience with customer onboarding processes?

When answering this question, detail your previous experiences helping customers transition to using a product or service. Highlight specific steps you took to ensure a seamless onboarding experience and discuss any tools or methodologies you applied to assess customer needs and provide support.

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How do you handle difficult customer situations?

Discuss your approach to conflict resolution and how you prioritize empathy and understanding. Share examples from your past where you successfully navigated challenges and preserved the customer relationship. Emphasize the importance of communication and follow-up.

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What strategies do you use to build relationships with clients?

Talk about your techniques for establishing rapport, such as regular check-ins, personalized communication, and active listening. Use examples to illustrate how these strategies helped you strengthen client relationships and achieve their success.

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Describe your experience with projects in a customer success context.

Provide details about specific projects you've worked on, especially those that required collaboration with teams and customers. Highlight your role and the outcomes, focusing on how you managed timelines, resources, and stakeholder expectations.

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What are some key performance indicators you would track as a Customer Success Consultant?

Mention important KPIs like customer satisfaction scores (CSAT), Net Promoter Score (NPS), customer retention rates, and usage metrics. Explain how tracking these metrics can help you assess and enhance customer success outcomes over time.

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How do you approach training customers on software or services?

Explain your training methodology, emphasizing customized sessions tailored to clients' needs. Share any relevant experiences where you developed and delivered training materials, focusing on the positive impact on client onboarding and satisfaction.

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What methods do you use to gather customer feedback?

Discuss various feedback collection methods such as surveys, one-on-one interviews, and usability testing. Emphasize the importance of using this feedback to refine processes and products further to improve customer experience and success.

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Can you explain how you prioritize tasks in a fast-paced environment?

Provide a structured overview of your prioritization strategy, such as using a task management system or the Eisenhower matrix. Mention how this approach allows you to stay organized and focused on helping customers achieve their goals while juggling multiple responsibilities.

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What role does collaboration play in your approach as a Customer Success Consultant?

Talk about the importance of teamwork and collaboration in achieving customer success. Share examples of how you have engaged with cross-functional teams to enhance customer experiences and drive better results.

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How do you stay updated on industry trends and best practices?

Discuss your commitment to lifelong learning through various channels like webinars, professional associations, and industry publications. Emphasize how staying informed helps you provide better guidance and support to your customers.

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Neostella is an IT firm that specializes in RPA development, process consulting, UiPath implementation, cloud solutions, and support services.

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Full-time, remote
DATE POSTED
January 5, 2025

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