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Customer Success Manager
2 months ago
Job Summary
This role is responsible for strategic managements of important client relationships, focusing on renewals, profitability, and growth. The role addresses challenges using industry expertise and mentors junior employees. The role demonstrates advanced skills in analytics, consulting, and strategy planning.
Responsibilities
Creates and executes the account business plan and customer success plan while working with the sales/pursuit team.
Leads the account kick-off by identifying customer success criteria, updates customer success plans, and expansion needs, and identifies key influencers and decision-makers.
Drives successful renewal efforts by collaborating closely with pursuit/sales and subject matter experts.
Manages revenue forecasting, cost analysis, and growth strategy and monitors deal P&L performance to ensure the overall profitability of the deal.
Addresses customer escalations and related communications in a timely and proactive manner.
Identifies and leads initiatives to drive revenue growth within existing accounts, leveraging upsell, cross-sell, and expansion opportunities.
Ensures managed services and customer engagement consistently exceed all relevant key performance indicators (KPIs).
Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customers.
Conducts regular strategic business reviews with clients to evaluate their progress, demonstrate value, and identify areas for improvement.
Education & Experience Recommended
Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 7-10 years of work experience, preferably in customer experience, account/ business management, or a related field.
Preferred Certifications
IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification)
Certified Technology Sales Professional (CTSP)
Knowledge & Skills
NA
Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Impact & Scope
Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Complexity
Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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