Customer Success Manager - Usa

This position is remote, work from anywhere in the United States

Position Summary

As a result of our continued growth, we need a customer success professional to join our organization that can drive the growth of the Seabrook portfolio within our clients, own and execute the quarterly business review, and executive business review function and control the contract renewal process.

The Customer Success (CS) Manager will be a strategic and supportive partner for our customers with a focus on building brand loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells.

GENERAL ACCOUNTABILITY

Experience

• Strong experience in creating loyal, repeat customers instead of one-time users through proactive engagement. Tracking contract expiration dates — whether they be monthly, quarterly, or annually — and ensuring customers renew their contracts in a timely fashion.
• Previous experience in a CS role working on-on-one with customers as an advocate for the company and its portfolio.
• Experience with on-boarding clients, clearly explaining the processes and procedures associated with project execution, subscription software licensing and hosting & services contract renewal.

Required Knowledge/Skills And Education.

• You should have a motivated personality with a keen sense of selling, negotiation skills, listening skills, relationship building, emotional intelligence and powers of persuasion.
• Excellent communication skills.
• Ability to develop relationships at C-suite-Level.
• Educated to Degree level.

Key Responsibilities

• Closely work with both the Sales and PMO teams to implement the Customer Success Strategy.
• Identify and address customer pain points & provide ongoing support and guidance to customers.
• Establish a relationship between the customer and the technical team to answer technical issues, minor product problems, and basic business questions. The CS Executive will foster a relationship between customers and support, making it easier for users to solve small or short-term problems.
• Build and maintain strong, long-lasting customer relationships – interacting with internal partners and our customers through the QBR and EBR function.
• Contract renewals.
• Managing existing customer upsells - design, develop and implement strategies to improve average spend per customer.
• Using customer satisfaction surveys, analyse customer data and metrics to identify trends and areas for improvement

Travel Required

• Should be prepared to travel throughout the United States to attend client meetings as well as relevant conferences, if required: 30%

SUCCESS FACTORS

Reporting to: Sr. VP of Customer Success

Key Relationships: Seabrook Sales, Seabrook PMO, Siemens Industry Software and Tulip

Experience / Qualifications

Skills and Abilities Required:

Experience

Required:

• 4+ years of experience in a CS executive role

Desired:

• Experience with Medical Device or Regulated Industry

Computer Equipment and Software Requirements:

• Microsoft Office Software
• CRM
• Adobe Platform (Desired)
• WordPress

Powered by JazzHR