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.
- 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.