Customer Success Manager

3 weeks ago

Atlanta, United States Resolution Technologies, Inc. Full time

Customer Success Manager Job Summary:


We are looking for a creative, highly motivated individual to join the team as a Customer Success Manager (CSM) in charge of onboarding, supporting, and retaining our existing customers. As a CSM, you will serve as program manager and strategic advisor to assigned accounts, meaning you will be the face of company Technologies to these customers throughout the term of their agreements.

The ideal candidate is someone who has experience in and excels at nurturing customer relationships, managing multi-faceted onboarding processes, and developing and executing detailed plans that bring customers both immediate value and long-term success. They’re highly driven to exceed benchmarks for service quality and revenue generation and passionate about the overall customer experience.


Customer Success Manager Responsibilities:

  • Deliver customers an onboarding experience that efficiently navigates change management concerns and focuses on customers’ long-term business objectives.
  • Work directly with assigned customer accounts to carry them from point of hand-off (from the sales team) to the long-term value they seek.
  • Utilize Key Performance Indicators to improve regular engagement (with customers, counterpart program managers, and executive sponsors) around new and ongoing projects to provide clients satisfaction and quantifiable value being driven from delivering projects
  • Think critically alongside and on behalf of customers regarding their challenges, as well as strategic opportunities to uncover new business cases and user growth.
  • Advocate for customers’ needs and challenges, engaging internal teams on behalf of their interests.
  • Maintain accurate information and updates regarding customer data and activity in our CRM system.
  • Communicate and collaborate effectively across departments.
  • Identify and leverage opportunities for customer referrals and marketing case studies, taking care of developing, preparing, and nurturing customers for advocacy.


Customer Success Manager Requirements:

  • 2+ years of experience and proven success in account management / customer success, with specific attention to driving customer adoption, satisfaction, and retention.
  • Detail-oriented and creative thinker in terms of executing a process.
  • Proficient in Project Management tools
  • Fluent in sales processes such as lead generation, deal stage management, and forecasting.
  • Excellent written and verbal communication skills.
  • Advanced knowledge of Microsoft Excel, PowerPoint, Word


Customer Success Manager Skills:

  • Regularly puts yourself in customers’ shoes and takes action with their needs, wants, and challenges top of mind.
  • Feels passionate about providing an exceptional customer experience.
  • Views your profession as your craft and continuously pursues excellence in your work.
  • Thrives in a fast-paced, high-growth startup environment.
  • Loves to win, but never allows success to breed complacency or diminish your desire to learn, grow, and improve.
  • Thinks critically about your business and customers; speaks up when you observe a weakness, threat, or opportunity; and takes action to the best of your capacity.
  • Does the right thing—even when it’s hard and especially when money is on the line.

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