Customer Success Manager
3 months ago
Description
CENTEGIX is the industry leader in incident response solutions. CENTEGIX innovates technology to empower and protect people, and leaders nationwide trust our safety solutions to provide peace of mind. Our award-winning CrisisAlert platform is the fastest and easiest way for staff to request help in any emergency, from the everyday to the extreme. Our Internet-of-things (IoT) platform utilizes a powerful blend of hardware, software, and wireless technologies to ensure campus-wide rapid, accurate, and reliable communication of emergency incidents. Instant communication through visual cues and audio integration enables rapid response to any incident or crisis, anywhere on a campus. Because in a crisis: Every. Second. Matters.
Purpose
As the Customer Success Manager you play a pivotal role in collaborating with CENTEGIX customers across diverse industries and solution areas. You own and drive the customer journey for your portfolio, ensuring a high level of satisfaction, engagement, and optimal utilization of the CENTEGIX Safety Platform. As the critical link between CENTEGIX and our valued customers, you are deeply passionate about delivering successful outcomes and driving customer success. Your attitude and commitment to delivering an exceptional customer experience makes you a true CENTEGIX ambassador. Your positive and personable approach positions you as a trusted advisor, fostering robust, long-term relationships with both customers and internal stakeholders.
Position Responsibilities
Client Relationship Management: Establish strong and multithreaded relationships with our existing clients, serving as their main point of contact and building a deep understanding of their unique needs and objectives.
Customer Success: Ensure overall customer satisfaction and success by proactively engaging with customers to drive best practices, address any concerns, or issues promptly and effectively.
Account Planning: Develop actionable account plans, outlining short-term and long-term goals, and collaborate with internal teams to execute on those plans.
Renewal Management: Lead contract renewals, managing the renewal process, and working closely with customers to ensure timely contract renewal.
Account Growth: Identify opportunities for upselling and cross-selling our products and services to increase account revenue and meet company growth targets.
Product Expertise: Develop a deep understanding of CENTEGIX products and their applications to offer valuable insights and solutions to customers.
Customer Feedback: Gather client feedback and insights to relay to the product and development teams, contributing to product improvement and enhancement efforts.
Sales Collaboration: Collaborate with the sales team to provide input on customer needs and potential expansion opportunities within existing accounts.
Client Communication: Regularly communicate with clients to provide product updates, industry trends, and other relevant information to foster a positive client experience.
Requirements
3+ years of Account Management / Customer Success or other relevant client facing experience.
Track record of versatility, flexibility and an ability to leverage focus behavior to manage multiple priorities in a dynamic environment.
Natural curiosity with a continuous improvement mentality.
Demonstrated ability to proactively interpret trends to find opportunities, think critically and develop compelling action plans.
Proven obsession with customer satisfaction.
Excellent verbal and written communication skills.
Experience communicating with end product users, technical teams, and executive management.
Ability to multitask, prioritize, and manage time effectively.
Demonstrated ability to understand and discuss technical concepts, manage trade-offs, incorporate feedback, and evaluate opportunistic new ideas with internal and external stakeholders.
Highly proficient in MS Office, Google Sheets, and CRM. Salesforce preferred.
What’s in it for you?
Remote first work environment; we offer workplace flexibility
Participation in company wide discretionary bonus
15 days paid time off
11 paid holidays
Monthly device(s) reimbursement
Affordable health coverage (medical, dental, vision)
401(k) Plan with 4% employer contribution to help you plan for the future
Employee Referral Bonus
Charitable Program Match
CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate.
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