Senior Customer Success Manager - Responsibilities, Skills & Qualifications
-Professionally manage customer relationships to ensure consistently high satisfaction levels.
-Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers.
-Ensuring every customer within your portfolio renews their contract with the company
-Positioning and selling Customer Success service offerings to customers
-Handling overall responsibility for managing the customer relationship
-Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
-Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
-Working closely with Insight and Strategic Customer Directors to identify new opportunities within your customer base
-Monitoring and facilitating the customer’s adoption of our solution features and functionality providing the company with an understanding of the customers overall business needs as they relate to our products
-Ensuring all your customers are positioned as references for the comapnies prospective customer base
-Prioritizing and driving resolution on escalated customer issues
-Demonstrating strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
-Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity.
-Drive incremental revenue within existing customer accounts
-Effectively manage the on-going customer management after deployment of the recognition solution
-Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders
-Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements
Required skills and experience:
-Exceptional oral and written communication skills required to document and communicate with internal and external resources
-Ability to work directly with field sales, technical, marketing and operations personnel.
-Ability to achieve results by effectively communicating with other groups and collating action plans for customers
-Strong organizational skills with attention to detail required to ensure accuracy and effective execution
-Demonstrated Project management skills in managing solutions for Fortune 500 customers
-Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
-Ability to work independently as a self-starter
-Excellent follow-up skills with great attention to detail
-Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature-High energy and positive “can do’ attitude
-Ability to travel approximately 30% of the time
-College Degree or equivalent work experience
-Minimum 5+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
-Proficient in SalesForce.com, Microsoft Project, and Microsoft Office
For more information on the Senior Customer Support Manager role please send your details to email@example.com