Customer Success Mgr

nurture & grow relationships w/ our clients. & serve as an interface between the customer & our platform as well as ensuring that their technical, administration, & general needs are met. A people person that understands tech, w/ strong business acumen. you’re expected to maximize the strength of the customer relationship by building a solid rapport w/ everyone within the client organization –identifying & taking advantage of sales, networking & PR opportunities, & managing difficult situations to ensure that our reputation is upheld

DUTIES/

•Develop strategic relationships w/ our customers to deliver max value for the customer & us. Ensure customers take full advantage of all features & services resulting in strong customer health and retention.

•Lead communications in times of change or problem resolution foster a healthy working relationship with assigned clients. CSMs proactively help identify ways in which the client can interact w/ us to increase their productivity

•Conduct regular proactive customer meetings and quarterly business reviews that include detailed information about platform use, site health, best practices, & opportunities for early access to platform features.

Analyze data & exp. both quantitatively &qualitatively to drive new outcomes& identify areas for improvement in the customer experience, both in our product & processes

Create Customer Success plan w/ touch points, business value reviews, agendas, content, best practices & progress on Customer roadmap plan

Monitor/Analyze customer health metrics; NPS, Churn, CSAT, adoption, usage, engagement, value outcomes & ROIs

Partner w/ members of our Executive Leadership Team to build &maintain executive level relationships within the customers you support

Collaborate closely with Sales to support pre-sales customers, renewals, expansion opportunities, and case studies

Ability to effectively prioritize & escalate client issues as required

Partner w/ Prj Mgmt, Sales, &Help Desk teams to lead positive client experience &ensure client onboarding success

Coach customers to be product experts & train their teams on our solutions

Represent voice of the customer to inform our sales process &product roadmap

Able to identify process improvements and take ownership of improving internal CSM Team processes.

Work with the Customer Success team implementing customer- focused initiatives designed to expand revenue footprint, add business value to the customer, create & communicate best practices, & evangelize product value

Develop Customer Success stories & references for every customer launched into production

Maintain an expert level knowledge on all solutions

Collaborate closely w/ Sales to support renewals& expansion opportunities

Must have:

3+ years relevant experience in a customer-facing customer success, acct mgmt/strategic consulting org. SaaS experience pref.

Ability to communicate effectively at all levels, including senior management&Proven track record of successfully developing managing customer relationships, including C-level relationships within our organization & client organization

ability to develop action plans to resolve problems & issues

high level of accuracy & attention to detail is required

•Bachelor’s Degree in Mgmt, Comm, IT or similar field pref

•Effectively collaborates across multiple teams, within variety of cultures

•Displays professionalism w/ team members, clients, and partners

•Proven track record in operating w/ a high level of energy, commitment, and enthusiasm to take on a challenging role with cross-functional team commitments

•Diplomacy, tact, a&poise under pressure when working through customer issues

•Exp in project management is a plus

•Travel &meet w/ customers onsite to discover &understand their needs, provide business reviews or presentations of our product roadmap

customers include Salesforce, Blackrock, GE, SonicWall, Ericsson, CA Technologies &Fiserv