Customer Success Manager
4 days ago
Overview
The Client Success Manager (CSM) – KEY Accounts role is a client-facing resource for small to midsize accounts delivering account management to the customer after the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy & advice, & overall account portfolio management & oversight. As a customer advocate, the CSM is one of the client's primary points of contact responsible for orchestrating activities within the company to deliver a superior client experience. This role focuses on ongoing relationship-building & proactive account management activities, promoting overall customer satisfaction, product adoption, retention & upselling. The role manages diverse, high profile and/or key accounts.
Job Responsibilities:
- Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.
- Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.
- Engage cross-functional resources both internally and with customer organizations to solve problems.
- Monitor quality of work and identify opportunities for continual improvement.
- Understand and explain features and benefits of the product line as it relates to customer needs.
- Meet or exceed customer expectations by anticipating and resolving their issues.
- Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.
- Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
- Facilitate & prepare customers for quarterly and/or bi-annual business reviews.
- Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationships.
Core Experience:
- Experience with US Account Management
- Experience with cross-selling/up-selling
- Results oriented & good business judgement
- Problem solver ("Figure it out" attitude)
Personal Qualities:
- Self-motivation, enthusiasm, and results-focus.
- Flexible, adaptable, and comfortable with ambiguity.
- Negotiating, influencing, and holding to account.
- Pragmatic and solution-oriented.
- Committed to high standards and continuous improvement.
- Ability to move between big picture and detail.
- Can work in revolving shifts (if required).
- Can quickly establish credibility and respect and build strong working relationships with Department Heads.
Entry level
Employment typeFull-time
IndustriesIT Services and IT Consulting
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