Customer Success Manager

3 weeks ago

Tustin, United States Specright Inc. Full time
Job DescriptionJob DescriptionJob Overview

Specright is looking for a Customer Success Manager who can drive long-term success for our clients. The candidate should be able to contribute to building relationships, increasing user adoption, maximizing customer value within the platform, developing expansion opportunities, and minimizing churn rates. Relationship management is the primary responsibility of the CSM, but the role will require a technical understanding of the Specright product and customer use cases.

A Customer Success Manager's responsibilities include supporting customers as they transition from sales prospects into solution partners, building close relationships that last for the entirety of the customer journey, and identifying opportunities to increase the customer's footprint with Specright. The CSM's primary focus areas:


  1. Increase customer retention (prevent churn)
  2. Ensure customer satisfaction
  3. Increase user adoption
  4. Identify sales expansion opportunities

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other Specright teams to ensure customer questions and concerns are addressed in a timely manner.

Responsibilities

  • Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal.
  • Email and phone outreach to Specright customers, following a standard process and cadence post-implementation, to ensure their satisfaction with the product.
  • Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed.
  • Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey.
  • Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable.
  • Complete minor technical administration work, and delegate remaining technical configuration work to Customer Support or enhancement teams.
  • Recognize opportunities to enhance individual customer experience through optimization of their software - routing to Customer Support, Sales, or Leadership when applicable.
  • Identify sales expansion opportunities within your clients across new departments, use cases, and functionality
  • Promote customer satisfaction and loyalty by demonstrating an understanding of customer specific business needs and helping them achieve their objectives using Specright.
  • Educate customers on the use and benefits of Specright. Provide continuous product/feature education. Guide customers with information and assistance regarding product updates and new features to ensure customers realize the best use of the product.
  • Establish clear client retention goals along with Account Management team
  • Assist customers with setting up and navigating the Specright product
  • Promote value through customer experience, assist in creating training courses and educational materials, and review customer concerns to improve the customer experience
Requirements and Preferred Skills
  • 5+ years of customer-facing SaaS experience required (or equivalent)
  • Industry experience within manufacturing, consumer goods, or packaging preferred

  • High customer empathy

  • Relevant technical product knowledge with Specright or similar software products
  • Problem solving and solutioning skills
  • Excellent communication abilities via email and phone
  • Attention to detail
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Accountability and personal organization are essential
  • Experience in working with a diverse set of customers and training each according to company standards

About Specright

Specright offers cloud-based software (SaaS) for specification data management to Fortune 1000 companies with complex needs. Whether it's packaging, formulas or products, Specright helps companies reduce costs and empower efficiencies by sharing, analyzing, and auditing specifications.

Perks

  • Competitive salaries & equity packages
  • Open vacation policy & flexible work hours
  • Full benefits package that includes Medical, Vision, Life, Dental, 401k, etc

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