Customer Success Manager

We are seeking a Customer Success Manager to coordinate product adoption lighttraining advocacy retention etc. and outcomes (e.g. improved utilization standard methodologies and expanded use of our products). This role requires a strategic problem solver and an organized doer ensuring client needs are met. In addition this role requires experience managing multiple customers (20) and in their customer journey and proven results on customers desired outcomes.

Responsibilities:

• Proactively recommend ServiceChannel standard methodologies processes and configurations that align with the customers business objectives and strategy driving the full potential and adoption of ServiceChannels product offering throughout the customer lifecycle.
• Establish and supervise the customers adoption training and development and utilization of ServiceChannels products to continually drive incremental value. Build and execute Success Plans for each customer in book of business.
• Foster client engagement with the ServiceChannel Analytics platform to drive data driven decision making.
• Manage technical integrations for key customers and strategic accounts
• Review customer data to identify trends and anomalies make proactive suggestions of improvement opportunities and explain the business value of those recommendations.
• Lead customer engagement meetings on a weekly biweekly and monthly basis to ensure customer success plans are met.
• Proactively communicate relevant ServiceChannel news and product developments to clients.
• Collect and communicate intelligent customer feedback to drive ongoing product improvements.
• Work crossfunctionally with ServiceChannel teams to set strategies for customer success.
• Be a client advocate while keeping ServiceChannel values and initiatives in mind.
• Provide internal communications regarding Customers configuration usage information satisfaction of the system and churn risk.
• Provide light training and guidance to Client and Service Providers on ServiceChannel applications collaborating with internal crossfunctional partners on ongoing training needs development of new training and training delivery.
• Create and conduct quarterly or yearly Business Reviews with your customers

Required Skills & Experience:

• Bachelors Degree
• 2 years with customer success project management or support
• Proven examples of Success Outcomes and Value Delivery
• Excellent written and verbal communication strong interpersonal skills
• Ability to travel 23 times a quarter.
• Strong analytical skills with the ability to analyze data apply statistical data summaries create meaningful data visualizations identify trends and anomalies and communicate these to various audiences.
• Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
• Comfortable scheduling managing and running presentations both remotely and onsite with internal and external senior leaders and team members
• Solid project management skills with ability to multitask and prioritize.
• Experience driving organizational change initiatives.
• Passion to build customer relationships provide customer service and empathetic conflict resolution skills.
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form while speaking with the caller as well as following processes correctly.
• Adaptive and responsive to feedback and open to updating processes where required.
• Collaboration and teamwork. While most of the role is an individual contributor team members support each other through crosstraining reviewing the learning applications remote communication methods procedures client expectations and program development efforts.
• Willingness and desire to ask learn advance achieve and engage with other team members in order to obtain team excellence.

Preferred Skills & Experience:

• Experience and/or familiarity with ServiceChannel
• Facility Management or Procurement/Finance experience
• Experience with Salesforce and Gainsight