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Customer Success Manager

Location : Charlotte, NC
Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :
We are seeking a Customer Success Manager to be part of the growing Customer Success Team. In this role you will be responsible for the health, satisfaction, and adoption of our Services to our customers. Through partnership and collaboration, you will assist them in achieving their business goals and finding the most value with their investment in our products.

As their needs evolve, you will introduce them to new solutions and communicate their requirements throughout the our organization. You are the customer’s trusted partner, with the goal of driving our customer’s success and establishing loyal relationships.

Primary Responsibilities


  • Deliver high level of responsiveness to assigned Mid-Market tier accounts

  • Work with clients via Retention Cases, prevent and manage churn

  • Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions

  • Maintains monthly meetings for assigned accounts

  • Prepares and hosts Business Reviews for top assigned accounts

  • Consistently meet or exceeds target customer activity metrics and SLOs

  • Manage assigned client contracts, invoices, billing, SLA reporting requirements

  • Process contract changes including add-on services, downgrades, cancellations

  • Create accurate quotes and obtain purchase orders for our services (exports, imports, 1x training fees)

  • Identify additional add on services to grow account, partner with sales for new opportunities identified

  • Effectively manage and drive closure of renewal business

  • Identify At Risk Clients and determine needed remediation path

  • Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.

  • Drive client adoption of products and services via leading trainings or recommending for Professional Services custom trainings

  • Work as part of a collaborative team and provide feedback for improvement to internal stakeholders



Required Qualifications :
Requirements


  • Ability to develop and report on project plans

  • Ability to influence and persuade senior level executives

  • Detail oriented

  • Proficiency at juggling multiple tasks

  • Ability to quickly understand questions and problem solve

  • Proven results in expanding customer lifetime value, health and satisfaction

  • Ability to deliver presentations to Sr leaders &/or technical audiences

  • Intermediate MS Office Suite knowledge (PPT) 3+ years experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry

  • BA/BS degree or 3+ years experience in customer success in lieu of a degree


 

Salary: 45,000 - 55,000

 

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