Customer Success Manager

3 weeks ago

Atlanta, United States Stibo Systems Full time
As a Customer Success Manager, you will work directly with Stibo Systems' customers -some of the biggest brands in the world, to ensure they receive maximum value from our platform and enjoy a great customer experience. Collaborating closely with our Sales, Product, and Delivery teams, you will help customers achieve their business goals while driving retention and growth for Stibo Systems.

The job:

The CSM must be comfortable communicating and building strong relationships with key customer contacts. You will gain a solid understanding of their business objectives and become a trusted advisor. The CSM will guide customers towards continued use and expanded adoption of the Stibo Systems platform. You will also be the voice of the customer internally by driving continuous feedback into our Product, Engineering, Marketing, Delivery and Customer Success teams on ways we can better serve our customers.

This role is not an actively selling roll. If you are selling, you will not be 100% trusted. This is not a support nor a Professional service role. You will not fix a customer's technical issue. You will work with them to suggest training, point to the user manual, introduce that they may need to hire us to come in and fix the issue. You will uncover opportunities through your trusted relationships that you will then introduce to the appropriate teams, and you will team with the account managers on strategy and feedback information that may be useful.

Responsibilities (What You'll Be Doing)
  • Understand the entire customer experience - what are their business problems.
  • Act as primary point of contact throughout customer lifecycle.
  • Demonstrate a full and clear understanding of the different Stibo Systems products and offerings.
  • Drive continued adoption of the Stibo Systems platform to achieve customer's defined goals.
  • Drive customer satisfaction, customer retention, and overall health scores, including but not limited to revenue retention targets.
  • Project manage a full book of business; prioritize efforts based on customer health and renewal timeframe.
  • Support and manage Customer Account Plans
  • Identify growth opportunities within the customer base and feed back to the appropriate groups such as Sales or Professional Services.
  • Build and maintain trust-based relationships with all internal and external stakeholders.
  • Lead in driving resolution of customer issues. This will include monitoring open support cases before it gets escalated but not solving them.
  • Advocate for customers internally.
  • Translate customer insights into actionable feedback for internal teams (Product; Engineering; Delivery; Customer Success)
  • Maintain expertise on industry trends and best practices.
  • Actively working on transforming every customer into reference customers.
Who we are looking for:
You have a history building successful customer and/or stakeholder relationships. You have excellent communication (verbal and written) and presentation skills, allowing you to make long lasting relationships, and gives you the ability to align and coordinate internal teams and resources to customer needs.

Furthermore, you have:
  • 3+ years relevant work experience in a customer-facing role (Customer Success Manager; Account Manager; Technical Account Manager; Solution Engineer/Consultant; or similar), preferably in a SaaS organization
  • Ability to manage activities to drive success in a dynamic customer-facing environment, balancing time and competing priorities.
  • Meet and exceed expectations with significant autonomy and independence.
  • Demonstrated ability to develop, implement and achieve goals.
  • Demonstrated leadership capabilities.
  • Commitment to continued learning and personal growth.


Join Stibo Systems, where we embrace 'All Kinds of Data Minds.'

Stibo Systems is a global company with a Nordic heritage. We help companies transform into digital leaders through market-leading multidomain master data management that delivers transparency. Through our solution, large brands (our customers) connect data across their products, customers, stores, employees, suppliers, digital assets and much, much more.

Our people are key to our success and at Stibo Systems, you'll find an environment that values data driven, creativity, curiosity, and analytical thinking. We're committed to making you feel trusted, invested in, and connected, fostering a workplace where every data mind thrives. Be part of our journey to digital leadership

Interested?

We invite candidates for interviews on a continuous basis, so please apply as soon as possible.

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