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Customer Success Manager
2 months ago
The Customer Success Manager (CSM) is a vital orchestration point throughout the customer lifecycle. The CSM is responsible for sustaining client relationships built on trust, problem solving and customer satisfaction. The ideal candidate is highly energetic, well-spoken, and focused on understanding the ComTec product set to provide solutions, as well as identify opportunities to add value to our customers. A successful CSM will be driven to achieve customer satisfaction, introduce new products services and always have the pulse of ComTec’ s client base.
The CS Team is broken into 3 levels with II being the second level position to the team. This role will begin taking on Tier 2 customers. This will be a more involved Tier. Identifying potential opportunities with the accounts and strategizing with Sales. Engage in the day-to-day activities on these accounts, as well as working with the more senior CSMs to gain experience on the higher level accounts, and product knowledge.
Essential Duties & Responsibilities
- Ensure clients continuously renew with services while closely managing each client and their evolving business needs.
- Gather client insight into additional services, applications or offerings that are requested and resent back to ComTec Executive leadership team.
- Provide platform training for new and existing customers.
- Be fearless in suggesting changes that improve ComTec’ s customers’ experience across all departments.
- Work closely with Marketing to develop collateral needed to support Customer Success activities.
- Work closely with Channel Development to ensure Customer Success activities are inclusive of Channel partners.
- Manage existing contracts and contract renewals for all products and services.
- Mediate troubles, billing disputes & surveys.
- Communicate with existing clients (via telephone and site visits) to resolve problems, complete satisfaction surveys.
- Maintain daily activities in business management platform to track interactions.
- Provide daily/weekly updates to managers on individual activity.
- Interact routinely with Sales and Marketing Teams and interdepartmentally to discuss customer account improvements, leads, as well as recommend improvements.
- Other duties assigned by management.
- Assist with building client facing literature, training, and messaging.
Minimal Key Performance Indicators
CSM I is responsible for exceeding the minimal KPI every month with a goal of establishing a balance between client satisfaction and on boarding new clients.
Competencies- Excellent verbal, written, interpersonal & presentation skills – training experience a plus.
- Ability to solve practical problems, provide clear and concise resolution in a timely manner, with an exceptional understanding and commitment to exceeding customer expectations.
- Motivational team player yet performs well independently.
- Strong business acumen.
- Organized & detail oriented, especially in a fast-paced, empowered environment.
- General technology background & commitment to learning ComTec products in a detailed manner.
Education/Experience
- While we value a college or vocational degree or certification, we do not have a specific educational requirement.
- Experience in any real-world business environment will be beneficial to the candidate.
EOE
