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Customer Success Manager

2 months ago

Chicago, United States eTeam Full time

Job Title: Sr. Customer Success Manager

Job Location: Chicago, IL- Hybrid schedule, 2+days/week, those days are flexible

Job Duration: 12-months

We are looking for a Sr. Customer Service Manager to join our team. As a Customer Success Manager (CSM), you will partner closely with your assigned sales partners to ensure Company’s Customers achieve a return on investment and drive successful adoption and engagement with their Hiring Solutions investment.


As a CSM you will be tasked with:

Serving as a Customer Champion and Advocate

Helping Customers realize value from their investment

Manage a book of business by prioritizing and delivering on key customer lifecycle events

You will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on Hiring products and solutions.


Responsibilities:

Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for Client and many of its customers.

Partner with teams (ie. sales, implementation, insights, etc.) on prioritized customers to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).

Execute leading practice recommendations based on methodology leading practices to book of business to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.

Help identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.

Sharing customer insights to drive different product adoption behaviors.

Track and document customer activity via system tools, ie. Dynamics.

Minimum travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory.


Basic Qualifications:

6+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management.


Preferred Qualifications:

Recruiting or other applicable talent experience, or learning, e-Learning, Organizational L&D, Software pre-sales and/or sales effectiveness experience

Developing interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges

Developing organization, project management, and time management skills

Fundamental verbal and written communication skills, including experience in presenting to both small and large remote audiences.

Ability to prioritize workflow across a large client base

Developing understanding of Sales concepts and Software as a Service

Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value

Acts as a team player with both internal and client teams

Experience with Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint


Suggested Skills:

Customer Success

Communication

Project Management