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Customer Success Manager

3 months ago

Chicago, Illinois, United States GeorgeJon Full time

POSITION OVERVIEW

The Customer Success Manager is responsible for building strong relationships and a communication outlet with GeorgeJon customers to drive retention, increase recurring revenue, and proactively deliver a superior customer experience. This role serves as the main point of contact of accountability, escalation support, and relationship for their set of customers. A successful individual will have a customer-first mindset, be detail-oriented, demonstrate exceptional organizational and communication skills, act tactically, write effectively, and display strong strategic and critical thinking skills. This role acts as a leader with their customers and as the key point person to ensure an elevated experience is capitalized on throughout the customer lifecycle.

RESPONSIBILITIES

Customer Relationship Management

  • Create and nurture strategic partnerships
  • Develop growth and retention strategy that aligns with the customer business needs

Account Planning and Opportunity Management

  • Proactively manage retention activities to mitigate churn across client base
  • Bring customer and industry insights to the customer to provide partnership value
  • Drive partnership with the internal cross functional teams to identify, create and support growth opportunities for the customer

CX Execution

  • Anticipate, identify, and mitigate blockers to CS goals with internal and external stakeholders to accelerate customer value realization and customer satisfaction
  • Track and manage client renewals to limit churn and identify upsell opportunities

QUALIFICATIONS

  • 6+ years of customer-facing experience in the technology industry, preferable within eDiscovery
  • Proficient with CRM tools such as SalesForce and Microsoft Office Suite
  • Advanced business acumen required; must be able to communicate customer business requirements and act as the customer voice internally
  • Excellent history of quarterly business review (QBR) and account planning/pulse experience
  • Experience and comfort interacting with C-level executives
  • Strong analytical and problem-solving skills with the ability to produce quality work with little oversight