Customer Success Manager

Job Description

• Manage a portfolio of clients, taking ownership of customer retention, adoption, and engagement, ensuring their ongoing success with our product. • Develop strong client relationships as a trusted advisor, leveraging your product expertise and providing the necessary tools and guidance to maximize their use of our product and adopt best practices. • Cultivate relationships with key stakeholders at both operational and strategic levels, understanding their business objectives and aligning our application offering to meet their needs. • Proactively handle a diverse range of customer-related projects, initiatives, and tasks, ensuring customer satisfaction and delivering value. • Educate customers on our product, upcoming roadmap items, and new releases, keeping them informed and excited about the possibilities. • Collaborate with customers to build Success Plans, aligning their objectives with our product offering and driving mutual success. • Conduct regular progress reviews, including Annual Reviews, QBRs, Monthly Service Reviews, and Business Process Reviews, to track progress, adapt objectives if necessary, and foster open dialogue. • Ensure knowledge of customers' business objectives and technical setup is properly documented and shared with internal teams. • Drive adoption to create an environment for future growth and expansion, helping customers leverage the full potential of our product. • Act as the conduit for customer queries, working closely with relevant internal departments to ensure timely resolution. • Collaborate cross-functionally across Sales, Product, and Technical Teams to deliver client outcomes and enhance customer satisfaction. • Manage customer escalations, working with Product, Support, and Technical teams to address issues promptly and effectively. • Gather feedback through NPS and CSAT surveys, advocating internally for the Voice of the Customer. • Collaborate with the CS Team, sharing best practices, supporting team members, and participating in or leading CS-led projects and initiatives. • Participate in or lead client engagement activities, such as webinars and lunch & learns, showcasing our product and providing value-added content. • Actively engage in the CS Community, promoting customer events and webinars, and staying connected with industry trends and best practices. • Be flexible with working at home, at a customer site or sometimes at our regional offices when required.

Qualifications

• Outstanding interpersonal and communication skills, enabling you to build strong relationships with customers and colleagues. • A collaborative approach and a team player mentality, working effectively with both technical and business-focused clients. • Analytical skills to evaluate and interpret product and service-related situations, driving data-driven decision-making. • The ability to thrive in a fast-paced environment, adapting quickly to changing priorities and delivering results under pressure. • Excellent problem-solving skills, allowing you to navigate complex customer challenges • Be a strong individual collaborator with the ability to manage your own diary

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service