Manager Of Customer Success

1 month ago


Colorado Springs, United States Sarinas Consulting Full time
Job DescriptionJob Description

We seek a customer-centric, energetic, and highly motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully.

Responsibilities:

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
  • Work with customers to ensure they are leveraging [redacted] effectively and finding value in our services
  • Become an expert in [redacted] and educate customers on the use and benefits of our products
  • Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Maintain a revenue base by managing account retention and renewal
  • Drive upgrade revenue through increased product adoption and increased usage

Requirements:

  • Bachelors degree and 3-10 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
  • Possess strong phone, written, and verbal communication skills with excellent presentation skills
  • Confident, high energy, self-motivated, and a true team player
  • Experience working with senior and executive-level customer contacts
  • Demonstrated ability and desire to work and excel in a fast-paced environment
  • Excellent multitasking and project management skills
  • Understanding of Internet and web applications with a desire to learn new technologies
  • Ability to understand and articulate [redacted]
  • Must possess a proven understanding of [redacted]; prior experience in [redacted] preferred
  • Well-organized, with great attention to detail and the ability to prioritize
  • Proficiency with MS Office
  • Experience with Gainsight and Salesforce a plus




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