Job Description

Direct Hire No C2C

has an exciting opportunity for a Customer Success Manager (CSM) to nurture and grow the relationships with our clients. The CSM is responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and our platform as well as ensuring that their technical, administration, and general needs are met. You are a people person that understands technology, with strong business acumen. Additionally you are expected to maximize the strength of the customer relationship by building a solid rapport with everyone within the client organization –identifying and taking advantage of sales, networking and PR opportunities, and managing difficult situations to ensure that our reputation for providing an excellent experience is upheld.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Develop strategic relationships with customers to deliver maximum value for the customer and us. Ensure customers take full advantage of all features and services resulting in strong customer health and retention.

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

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

· Analyze data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes

· Create Customer Success plan with appropriate touch points, business value reviews, agendas, content, best practices recommendations and progress on Customer roadmap plan.

· Monitor and Analyze customer health metrics; NPS, Churn, CSAT, adoption, usage, engagement, value outcomes and ROIs.

· Partner with members of Executive Leadership Team to build and 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 and escalate client issues as required.

· Partner with the Project Management, Sales, and Help Desk teams to lead positive client experience and ensure client onboarding success.

· Coach customers to be product experts and train their teams on solutions so they become increasingly self-sufficient.

· Represent the voice of the customer to inform our sales process and product roadmap.

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

· Work with the rest of the Customer Success team implementing customer- focused initiatives designed to expand our revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value.

· Develop Customer Success stories and references for every customer launched into production.

· Maintain an expert level of knowledge on all solutions.

· Negotiate renewal contracts for customer consumption of multiple lines of business within our portfolio

QUALIFICATIONS AND REQUIREMENTS

· 3+ years of relevant experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.

· Ability to communicate effectively at all levels, including senior management

· Proven track record of successfully developing and managing customer relationships, including C-level relationships within our organization and the client organization

· Excellence in problem solving and ability to develop action plans to resolve problems and issues.

· A high level of accuracy and attention to detail is required.

· Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

· Bachelor’s Degree in Management, Communication, IT or similar field preferred.

· Motivated self-starter with the ability to complete tasks and meet multiple objectives on deadline with no supervision

· Ability to work a flexible schedule based on client needs and live event schedules

· Effectively collaborates across multiple teams, within a variety of cultures

· Displays a professional sense of urgency; communicates proactively with team members, clients, and partners

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

· Diplomacy, tact, and poise under pressure when working through customer issues.

· Experience in project management is a plus

· Travel and meet with customers onsite to discover and understand their needs, provide business reviews or presentations of our product roadmap

PERKS:

Paid Time Off

· Company paid medical, vision and dental benefits

· Equity in the company