Customer Success Manager

The Client Success Manager (CSM) role is a client-facing resource for small to mid-size 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 clients 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 & up-selling. 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 relationship.

Core Experience:

1. Experience with US Account Management
2. Client relationship management exposure
3. Excellent Communication & Presentation skills
4. Experience with cross-selling/up-selling
5. Results oriented & good business judgement
6. Problem solver (Figure it out attitude)

Functional Competencies:

Personal Qualities

1. Self-motivation, enthusiasm, and results-focus.
2. Flexible, adaptable, and comfortable with ambiguity.
3. Negotiating, influencing, and holding to account.
4. Pragmatic and solution-oriented.
5. Committed to high standards and continuous improvement.
6. Ability to move between big picture and detail.
7. Can work in revolving shifts (if required).
8. Can quickly establish credibility and respect and build strong working relationships with Department Heads.