Customer Success Manager
Customer Success Manager
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Job Description
Trintech is currently seeking a growth focused resultsdriven and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM) you will have a key role in driving product adoption building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In addition you will work closely with other customer facing teams across the organization to supportaccount planningescalate any issues and/or communicate opportunities for upsells and crosssells. You will work with Customer Success leadership to grow and continuously improve the impact of our team challenging the status quo and contributing to the design/incorporation of new programs. Additionally you will drive customers toleverage the Customer Success Center encourage adoption ofthe latest solution releases stay aware of attrition indicators and respond with appropriate action per account.
PRIMARY RESPONSIBILITIES
- Primary ownership and accountability for understanding customers goals and helping them to achieve them through the adoption and expansion of use of Trintech products within assigned portfolio of accounts.
- Develop an understanding and knowledge of Trintechs solutions to provide guidance and planning to a client through application upgrades and patches ensuring customer readiness.
- Provide guidance to customers on the use and benefits of our products.
- Serve as a customer advocate while effectively collaborating with internal crossfunctional teams including Product Management Sales Marketing Engineering and Finance.
- Uncover and mitigate any risk that threatens each customers growth satisfaction or renewal; conceive and execute risk mitigation plans. Schedule stakeholder calls.
- Keep management informed of progress and obstacles related to customer accounts seeking feedback as necessary and responding appropriately to improve and optimize customer success.
- Drive customer advocacy in the form of references referrals and case studies.
- Create and present executive level presentations such as client Quarterly Business Reviews.
- Participate in the development and execution of customer success programs and best practices relating to onboarding adoption retention expansion and advocacy end to end (research action measurement and iteration).
- Actively participate in special projects. Initially the implementation of a Customer Success platform.
- Contribute to the development of a strong team environment by upholding high work standards.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Bachelors degree in business or related field.
- 47 years of experience in a Customer Success organization.
- Strong communication and interpersonal skills both written and verbal.
- Confident high energy selfmotivated and a true team player.
- Ability to quickly establish relationships and interact with executives and senior management in customer accounts.
- Demonstrated ability and desire to work and excel in fastpaced environment.
- Ability to manage multiple priorities while maintaining strict attention to details.
- Proficiency with MS Office.
- Salesforce experience preferred.
- Ability to effectively prioritize escalate and oversee customer issues to resolution or ELT ownership as required.
Required Experience:
Manager
Employment Type
Full-Time
