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Customer Success Manager

3 months ago

Little Ferry, United States Swooped Full time

About The Role Our client embarks on its next phase of growth, we are seeking an experienced Customer Success Manager who has worked on large, high value accounts. This person will help fuel the continued success and provide value to the customers of the robust, yet customizable enterprise software product. The CSM is ultimately responsible for assigned customers’ success and happiness with the software and driving the retention and growth of these accounts. Your responsibilities include developing strong relationships with prospects and customers, connecting with key business executives and stakeholders, and being an advocate for the customer internally and with partners/vendors. You really care about your customers and are there to actively listen to their questions and be resourceful in working with our team to provide timely answers. You thrive on understanding their business and helping to identify ways that they can improve it through using the software and services. You’re comfortable conducting business reviews with executives and their teams and have a flair for communications – breaking down challenges into digestible (and solvable) chunks. Responsibilities Build and maintain strong, long-lasting client relationships through being a trusted guide and valued collaborator Keep current on the evolving solutions and identify opportunities for your assigned customers to improve their business (and the company's revenue) Ensure the timely and successful delivery of solutions according to customer needs and objectives Predict, track and report on account metrics (e.g. customer satisfaction, quarterly/annual revenue) Assist in the negotiation of contracts and service agreements to achieve profitability targets Deftly and elegantly deal with periodic challenging client requests and issue escalations Experience Experience as a Customer Success Manager, Account Director, Account Manager, or Key Account Manager Ability to drive revenue from top accounts through a consultative, relationship-driven sales approach Good listener who can understand customer needs and communicate value proposition Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently exceeding goals Demonstrable work with and influence of key stakeholders at all levels of an organization, including executive and C-level Excellent written and verbal communication skills Proven ability to juggle multiple accounts at a time, while maintaining attention to detail Experience working with complex enterprise software for large complex accounts Experience, knowledge, and opinions in the industry related to the software product is a plus Solid experience with CRM software and productivity software Benefits Comprehensive health plans, a 401(k) program, and commuter benefits, the company prioritizes family and personal well-being through professional development, parental leave, and a flexible time off policy. The hiring company offers a robust online onboarding program to train new hires, regular all-hands meetings, and a variety of internal virtual events to keep both remote and on-site employees connected.

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