Customer Success Manager [5265] Jobs

The Customer Success Manager (CSM) is a vital orchestration point throughout the customer lifecycle. The CSM is responsible for sustaining client relationships built on trust, problem-solving, and customer satisfaction. The ideal candidate is highly energetic, well-spoken, and focused on understanding the company's product set to provide solutions, as well as identify opportunities to add value to our customers. A successful CSM will be driven to achieve customer satisfaction, introduce new products\services, and always have the pulse of the company's client base.

Essential Duties & Responsibilities

• Other duties assigned by management.
• Mediate troubles, billing disputes & surveys.
• Identify process improvements to improve our Customer Experience.
• Gather client insight into additional services, applications or offerings that are requested and resent back to our Executive leadership team.
• Ensure clients continuously renew with services while closely managing each client and their evolving business needs.
• Work closely with Channel Development to ensure Customer Success activities are inclusive of Channel partners.
• Communicate with existing clients (via telephone and site visits) to resolve problems, complete satisfaction surveys.
• Manage existing contracts and contract renewals for all products and services.
• Work closely with Marketing to develop collateral needed to support Customer Success activities.
• Maintain daily activities in business management platform to track interactions.
• Provide platform training for new and existing customers.
• Be fearless in suggesting changes that improve our customers’ experience across all departments.
• Assist with building client facing literature, training, and messaging
• Develop innovative programs, manage, and ensure delivery of the ongoing education of our customers.
• Interact routinely with Sales and Marketing Teams and interdepartmentally to discuss customer account improvements, leads, as well as recommend improvements.
• Provide daily/weekly updates to managers on individual activity.

Competencies

• Ability to solve practical problems, provide clear and concise resolution in a timely manner, with an exceptional understanding and commitment to exceeding customer expectations.
• Excellent verbal, written, interpersonal & presentation skills – training experience a plus.
• Strong business acumen.
• Organized & detail oriented, especially in a fast-paced, empowered environment.
• General technology background & commitment to learning our products in a detailed manner.
• Motivational team player yet performs well independently.

Education/Experience

• While we value a college or vocational degree or certification, we do not have a specific educational requirement.
• Experience in any real-world business environment will be beneficial to the candidate.