Customer Success Manager

Job Description:

• Develops Healthy Customer Relationship.
• Acts as a Customer Advocate and point of contact.
• Upsell services and products with the brand image and achieves expansion targets.
• Review customer complaints and concerns and seek to improve the customer experience.
• Achieve a financial target based on customer retention and products and services expansion.
• Drive Customer Success outcomes by driving adoption and increasing active usage.
• Conduct periodic touch points to measure customer satisfaction and product deployment levels.
• Proactively review customer consumption VS purchase to help customers optimize their investment.
• Drive Customer Success outcomes by driving adoption and increasing active usage.
• Work with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, scale and mature our customers
• Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers
• Work with customer to programmatically measure success & operationalize business cadence through regular communication along with thoughtful Quarterly Business Reviews
• Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
• Partner with internal Account team on cross-sell, up-sell and renewal opportunities
• Collaborate with peers to share best practices on Adoption, Enablement & Change Management
• Share customer success stories & related ROI

Requirements:

• Demonstrated ability to negotiate contracts and close deals.
• Exceptional communication and interpersonal skills.
• Extremely detail-oriented, thrives in an ambiguous, and at times, fast-paced environment.
• Strong organizational skills Able to multitask, prioritize tasks.
• Experienced with CRM tools like Dynamics or SalesForce and Microsoft Office Suite.
• 1-3 years experience as CSM, Account Manager or Sales roles in the tech field.
• Able to speak confidently with C-level associates as well as technical personnel.
• Fluent in English, verbal and written, additional languages will be a plus.