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Customer Success Manager Jobs
Company | Xplor |
Address | Atlanta, GA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-21 |
Posted at | 11 months ago |
Company Description
- Become an expert on the Xplor MarianaTek product, providing technical and business solutions; assisting with product adoption, optimization and change management.
- Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements
- Operate as the Trusted Advisor for your named customer accounts, cultivate executive relationships, retain customers, and grow revenue within your book of business through add-on products, services, and contract renewals.
- Assist with building a best practice documentation library and process documentation as needed
- Understand the customer’s business goals, develop, and execute strategic customer roadmaps with named accounts to ensure successful adoption and engagement of the platform
- Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation
- Responsible for creating & presenting scheduled Executive Business Reviews to customer's base
- Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments
- Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience for at risk accounts
- Achieve objectives and critical strategic milestones for each customer
- Participate in and lead commercial and contractual renewal negotiations
- Portfolio retention and churn prevention
- Perform additional activities as required by the business
- Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, and Outlook)
- Salesforce experience preferred
- Educational Qualifications: BA/BS Degree preferred
- 2+ years of experience in an Account Management or Customer Success role; with experience growing an existing book of business, especially in a SaaS environment
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Flexible working arrangements
- Access to free mental health support
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