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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 for our fast-growing business. We are looking for sharp, driven individuals who have a passion for technology and working with people to solve problems.


 


Qualifications



  • Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization

  • Ability to multi-task, prioritize, and scale

  • Fanatical about customer success and driving customer value

  • Highly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback

  • Strong presentation, excellent verbal and written communication skills

  • Flexible, adaptable team player with strong interpersonal skills

  • 2-5 years of CSM, sales account management or customer-facing related experience

  • Experience with Netsuite or other CRM and analytics platforms

  • Bachelor’s degree required 


Required Qualifications :

 



  • Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training and product development.

  • Identify, develop and share best practices that enable customers to achieve their business goals and objectives by fully leveraging the solutions they own.

  • Participate in the development and continuous growth of customer health metrics.

  • Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers’ journey.

  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value.

  • Educate customers on new features and releases.

  • Conduct periodic customer executive business reviews and health checks.

  • Provide management of issue escalations for the customer.


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