Customer Success Manager

2 months ago

St Cloud, United States Geo-Comm Full time
Description

Customer Success Manager

Putting the right location data, on the right map, for the right people, at the right time. That is how our work saves lives and protects property through Public Safety Location Intelligence™.

That may sound like a catchy tagline, but that is what we do working with leading-edge technologies and systems. Our team is looking for a top-quality Customer Success Manager to join our team.

Job Summary:

The Customer Success Manager (CSM) owns the customer experience of our valued SaaS customers, to ensure the adoption and enablement of GeoComm solutions while partnering with the sales team on renewal achievement. A successful CSM builds strong relationships and is highly skilled at achieving trusted advisor and customer advocate status. The CSM works closely with GeoComm's internal teams to execute customer success plans, ensuring GeoComm's customers realize the expected value from the solutions, as well as driving adoption of services and retention.

Essential Job Duties:

Customer Relationships:
  1. Develop and maintain customer relationships for assigned customer accounts.
  2. Achieve company goals for customer engagement and satisfaction with a focus on customer loyalty.
  3. Monitor and maintain / improve customer health.
  4. Educate customers on the business value of solutions.
  5. Communicate with confidence to customer stakeholders, from entry-level to executive leadership.
  6. Assist customers with the usage of GeoComm's solutions for full value realization.
  7. Review product release notes and proactively prepare customers for continuous release of product features.
  8. Act as the customer advocate for assigned accounts and communicate customer feedback to the internal GeoComm stakeholders.
  9. Help drive customer references and case studies.
  10. Conduct customer business review meetings.
  11. Execute recurring communication and reporting plans to ensure low customer portfolio churn.
Acts as a liaison with other GeoComm departments / cross-functional teams
  1. Serve as a customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, finance, and operations.
  2. Anticipate at-risk accounts to mitigate retention risk through client action plans, working with other departments to deliver solutions and training.
  3. Set KPIs to measure and achieve or exceed client retention and work with the sales team to upsell/cross opportunities.
  4. Accurately report on customer metrics such as renewals, product use, and upsell opportunities.
  5. Where appropriate partner with Sales and the Proposal teams on strategic deals.
Process improvement and implementation
  1. Participate in Customer Health programs, and At-Risk account recovery activities as defined by company processes.
  2. Contribute to the continual improvement of customer success policies and practices.
  3. Document all customer interactions and goals in GeoComm's shared systems.
Technical Knowledge
  1. Develop and maintain a working knowledge of GeoComm software products.
  2. Develop and maintain a working knowledge of 9-1-1 technologies and standards.
  3. Develop and maintain a working knowledge of 3rd party software applications used with GeoComm products.
  4. Develop and maintain a working technical knowledge of all aspects of how GeoComm products connect in a variety of installation environments including the various computer hardware, software, networking configuration, database technologies, and wireless communications.
  5. Maintain a working knowledge of SaaS, Microsoft Office applications, PC operations, and other related software applications and principles such as Esri ArcGIS Server, ArcSDE, geodatabases, AWS services, Linux, Docker, Kubernetes, PostgreSQL, Windows Server, SQL Server, other Commercial DBMS Platforms, IIS, Active Directory, Network Routing, and OSI model.

Essential Universal Job Duties:
  • Promotes the Company, its Mission, Core Values, programs, and achievements internally and to the public.
    • Core Values:
      • Customer Commitment
      • Continuous Improvement and Innovation
      • Prioritized Urgency
      • One Team
      • Empowered Accountability
    • Functions as a team member by assisting, supporting, and encouraging other employees in any way possible.
    • Performs related work as required, willingly, and eagerly.
    • Meets deadlines.
    • Regular, predictable attendance is an essential function of this position.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.
Minimum Job Requirements:

Education:

Bachelor's degree

Related Experience:

2-5 years

Desirable Training and Experience:
  • Experience with a SaaS or subscription business
  • Experience working cross-departmentally (with sales, product, engineering, and operations) to serve the needs of customers
  • Excellent written and verbal communication and presentation skills
  • Considerable knowledge of ArcGIS mapping software, GPS information systems and other third-party systems used in GeoComm solutions

Geo-Comm is an equal opportunity employer, and does not discriminate in hiring or employment on the basis of race, creed, color, religion, sex, national origin, citizenship status, age, disability, marital status, familial status, sexual orientation, veteran status, public assistance status, or any other status protected by applicable law.

Geo-Comm Corporation provides a drug-free working environment.

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