Client Success Manager

3 weeks ago

Durham, United States TransLoc Full time
Job Summary:
Customer Success Manager will partner with key stakeholder such as sales, account management, and professional services. The Client Success Manager will define and execute effective customer adoption strategies that support their customer's specific use cases. The aim of the Client Success Manager is to enable the customer using our products and services to achieve their business and operational outcomes and they will be measured on customer success results.
They play a key role in identifying risks, opportunities and how to maximize value realization. The position's activities may lead to recognizing additional revenue potential, including upsell and cross-sell of related products and services. The Client Success Manager will own the customer renewal process.

Job Description:

Essential Functions
  • Deliver product utilization presentations either remotely or onsite to align TransLoc customer usage outcomes with their goals, objectives and priorities
  • Demonstrate fundamental understanding of company's products and services plus articulate benefits of our solutions to enable customer success
  • Work closely with the Sales teams to help with Upsell/Cross-sell opportunities in existing customers
  • Understand customer pain points and either resolve or escalate to the appropriate stakeholders
  • Provide ongoing, proactive leadership and support to the assigned customer base to generate high levels of customer satisfaction and success.
  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that TransLoc is closely aligned with the customer's business objectives and strategy.
  • Drive deep integration of the company's solutions into our customer's operations to create and increase stickiness plus drive value realization.
  • Identify and assess renewal risks within the customer base, and build and execute on get-well plans.
  • Deliver best practices to customers to help deliver maximum value of our products with both current and an eye on future state.
  • Partner with the relevant stakeholders as the voice of the customer.
  • Participate in the sales cycle as needed to gather requirements, formulate delivery approach, to help develop post-sale engagement plans
  • Create customer adoption benchmarks and forecasts based on defined business use cases. Support and/or lead projects are required.
  • All other duties as required or assigned.

Knowledge, Skills and Abilities
  • A strong customer service orientation and the ability to form long-term customer relationships
  • Experience with SaaS based company is preferred

Minimum Qualifications
  • BS, BA degree or equivalent work experience required
  • 3+ years in Customer Success, Professional Services, Account Management, Customer Relationship environment

Worker Type:
Regular

Number of Openings Available:
1

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