Customer Succes Manager

The Customer Success Manager 2 helps new and existing customers derive the most value from the companys products and services. The Customer Success Manager 2 will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. This role serves as a primary point of contact representing the customer.

• Drive retention and growth among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions using multiple methods of communication such as digital and non digital techniques
• Collaborate and consult with customers to understand business objectives. Analyze existing ROI models to present to customers based on objectives
• Act as the customer advocate by sharing established best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members
• Effectively identify and partner with resources across departments based on customer objectives to support customers needs
• Partner and support customer executive level business stakeholders (C-Suite) with their renewal and expansion needs
• Identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan
• Assist as needed in client issues resolution and be accountable for client experience and satisfaction
• Represent the voice of the customer to inform the companys marketing sales and product strategy

• Bachelors 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
• Good oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Good organizational multi-tasking and time management skills
• Good collaboration skills applied successfully within team as well as well other areas
• Good 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 oversight
• Able to thrive in a fast paced deadline driven environment
• Demonstrated ability to influence motivate and mobilize team members and business partners
• Good ability to establish rapport and gain the trust of others; effective at gaining consensus
• Good ability to handle sensitive information with discretion and tact
• Ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Good knowledge of Microsoft Operating systems and products
• Good business and technology acumen
• Good company software technology knowledge
• Up to 25% travel time required