Overview
Job Description
The Customer Success Manager 3 helps new and existing customers derive the most value from the company's products and services.
The position will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability, reducing risk, and creating customer growth opportunities.
The Customer Success Manager 3 serves as a primary point of contact representing the customer.
Responsibilities
Drives retention and growth by acting as a trusted point of contact throughout the lifecycle from contract signature through to renewal and expansion by collaborating and consulting with customers to understand business objectives; and to design comprehensive Success Plans with clear objectives and tasks which are reviewed on a monthly basis.
Focuses on risk mitigation by staging early intervention.
Develop comprehensive Save plan and execute in partnership with account & leadership team.
Rally relevant internal resources & take prompt corrective actions to protect ARR and mitigate churn.
Delivery of business reviews as appropriate.
Collaborate with other departments for design and delivery of these reviews.
Be an internal advocate for customers' product feature priorities & feedback internally and align with product team around driving product roadmap.
Also focus on building customer advocates who will speak on behalf of the company as a reference and share success stories in events etc.
Partner with customer care advocate and technical account management teams to avert and manage critical escalations.
Rally internal resources and keep leadership team informed.
Mentor, coach, train and provide feedback to other team members.
Operate as a strong influencer in the team; contribute significantly to the overall growth and quality of the team through knowledge sharing and coaching on current best practices.
Demonstrate commitment by working with internal teams to fulfill promises made and ensure others do the same.
Represent the voice of the customer and act as a feedback agent to inform the company's support marketing sales services partners and product strategy.
Drive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure resolution.
Minimum Qualifications
Bachelor's degree or equivalent experience.
Minimum 2 years experience as Customer Success Manager.
Experience managing or participating in projects.
Microsoft Windows and Office proficient.
Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
Strong organizational, multi-tasking, and time management skills.
Strong collaboration skills applied successfully within team as well as with other areas.
Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department.
Self-motivated with the ability to manage projects to completion with minimal oversight.
Able to thrive in a fast paced, deadline driven environment.
Demonstrated ability to influence, motivate and mobilize team members and business partners.
Strong ability to establish rapport and gain the trust of others; effective at gaining consensus.
Strong ability to handle sensitive information with discretion and tact.
Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions.
Strong knowledge of Microsoft Operating systems and products.
Strong business and technology acumen.
Strong company software technology knowledge.
Up to 25% travel time required.
What you will be doing
Drive retention, growth and ROI among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions.
Develop ROI models to be communicated throughout the customer life cycle.
Act as the customer advocate by identifying and sharing best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members.
Effectively partner with resources across departments as needed to support customers' needs.
Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships.
Identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan.
Drive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure resolution.
Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy.
May provide guidance to other team members.
Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships.
What will make you successful
Bachelor's degree or equivalent experience.
Experience in customer advocacy role.
Experience managing or participating in projects.
Experience selling or delivery of IT Products/Services.
Microsoft Windows and Office proficient.
Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
Strong organizational, multi-tasking, and time management skills.
Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department.
Self-motivated with the ability to manage projects to completion with minimal oversight.
Able to thrive in a fast paced, deadline driven environment.
Demonstrated ability to influence, motivate, and mobilize team members and business partners.
Strong ability to establish rapport and gain the trust of others; effective at gaining consensus.
Strong ability to handle sensitive information with discretion and tact.
Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions.
Ability to coach, mentor and provide feedback to team members in a timely manner.
Strong knowledge of Microsoft Operating systems and products.
Strong business and technology acumen.
Strong company software technology knowledge.
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