Customer Success Manager (Tenneo)

Role Summary: This role is dedicated to ensuring our customers achieve their desired outcomes while using our products and services. The incumbent will act as a trusted advisor, driving customer engagement, satisfaction, and retention.

Job Specifications:

• Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Establish a trusted and strategic advisor relationship to help drive continued value of Tenneo Product and Services
• Serve as day-to-day contact for assigned accounts, building trust and rapport, highlighting best practices, and documenting them
• Collaborate, problem solve, and/or strategize client review meetings and demonstrate the value delivered by the system
• Review the customer journey, identifying how it s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members
• Analyze trends in C-Sat/NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize growth, and communicate learnings
• Maintain existing customer success metrics and data as directed