Our Client Currently looking for Manager, Customer Success

What You’ll be Doing 

Team Leadership and Development: 

•   Hire, lead, mentor, and develop a team of Account Managers, providing guidance and support to help them achieve their goals.
•   Set and maintain KPIs and performance targets, conduct regular performance reviews and check-ins, and create development plans to boost team skills and growth, supported by continuous training and resource sharing.
•   Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement.

Strategic Account Management: 

•   Oversee the management of a portfolio of our largest and most important customers, ensuring high levels of satisfaction and retention.
•   Establish and maintain executive-level relationships with key customers, acting as a trusted advisor and point of escalation.
•   Analyze product usage data and customer feedback to identify trends, opportunities for improvement, and potential risks. Implement strategies to enhance product adoption and reduce churn.

Drive Customer Growth: 

•   Develop and execute strategic plans to identify and capitalize on renewals, cross-sell and up-sell opportunities within the customer base.
•   Establish and uphold KPIs that ensure the team conducts regular check-ins and touchpoints with customers, addressing their needs and capturing opportunities for additional expansion and growth.
•   Collaborate with Sales, Marketing, Product, Support, and Services teams to drive customer success and optimize the customer journey.

Operational Excellence: 

•   Utilize Salesforce to track team activities, forecast opportunities, and communicate account status and progress accurately.
•   Maintain detailed records of team performance, customer interactions, KPI’s and growth metrics. Regularly report on these metrics to senior management to facilitate data-driven decisions.
•   Implement best practices for account management processes, ensuring consistency, efficiency, and scalability.

Customer Advocacy: 

•   Act as a customer advocate, championing their needs and feedback within the organization.
•   Influence and inspire customers by presenting tailored solutions that drive their success and loyalty.
•   Proactively resolve customer issues and escalations, ensuring a high level of customer satisfaction.
•   Other duties as needed.

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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