Job Description

POSITION SUMMARY DESCRIPTION 

The Customer Success Manager (CSM) takes ownership and responsibility for managing and ensuring superior customer experience. The CSM ensures our customers are getting value from Omnigo’s products and services and serve as an advocate and steward of customer's long-term success. The CSM is engaged immediately after the customer has completed their purchase and is ready to onboard, ensuring the customer is provided with a positive experience throughout the remainder of their life cycle.

ESSENTIAL JOB RESPONSIBILITIES 

• Perform basic responsibilities to fulfill customer success management requirements.
• Manage the customer relationship throughout customer lifecycle all while advocating internally for the customer, communicating customer needs to internal, cross-functional departments.
• Engage and on-board new customers to introduce the Customers For Life organization.
• Conduct periodic account reviews, proactively outreach to existing customers to help drive business goals.
• Manage the customer renewal process, provide renewal quoting, and revenue retention of assigned accounts.
• Ensure delivery of customer NPS survey and serve as customer advocate in sharing their feedback internally and providing closed-loop follow-up.
• Act as trusted adviser and escalation point for customer issues raised, collaborate with internal teams to drive prompt issue resolution.
• Identify upsell opportunities and ensure proper hand-off to Sales.
• Develop knowledge of the role and understanding of customer relationships.
• Perform other duties as assigned.

REQUIREMENTS

• Bachelor’s degree or equivalent experience in Finance, Business or Computing field.
• 2 years of experience in a customer facing experience role i.e. Customer Success, Account Management, or equivalent relationship building experience.
• Ability to engage and communicate effectively with senior leaders both internally and externally with customers.
• Ability to build relationships and collaborate cross-functionally.
• Ability to listen, discover, understand and document customer goals and issues.
• Passionate and empathetic towards the customer experience.
• Ability to troubleshoot with problem-solving skills.
• Proficient in generally-used business applications, e.g. Salesforce, Microsoft Office, Google Apps.
• Strong communication, verbal, written, and presentation skills.
• Willing and able to travel.

PHYSICAL REQUIREMENTS 

• Frequent communication with clients, prospects and internal staff.  Must be able to exchange accurate information in these situation. Travel required.