Senior Customer Success Manager

2 months ago

Boston, United States Login VSI Full time

Welcome to Login VSI, where innovation and growth converge. Login VSI's mission is to provide organizations with the solutions and insights needed to ensure a seamless and reliable digital workspace experience for their end-users. We aim to help businesses optimize the performance, scalability, and predictability of their virtualized desktop and application environments. Through our industry recognized platform, Login VSI empowers organizations to achieve the highest levels of user satisfaction and productivity in their virtualized environments.

Job Summary:

The primary role of the Senior Customer Success Manager (CSM) is to own the post-sales customer relationships within a portfolio of assigned accounts in North America and Europe. This role is responsible for retaining, educating, facilitating, and motivating customers on value driven use of the company's products, as well as working with customer teams to further develop and deliver the company's value proposition. We are seeking a customer driven, personable, and self-motivated candidate who can be flexible and adapt to customer needs in furtherance of overall customer health within our client base.

Key responsibilities:

Customer Engagement:

  • Ensure renewal and retention KPI's are met or exceeded
  • Own the customer relationship of enterprise accounts and actively manages the stakeholder relationship
  • Drive engagement with key stakeholders and influencers within their assigned customers from implementation. Guide customers to unlock the full potential of Login VSI's products and maximize their ROI
  • Ensure internal customer-facing teams are informed, aligned and focused on achieving customers' goals
  • Create, implement, and maintain success plans for customer retention
  • Identify and implement best engagement practices to achieve and surpass the goals of the success plans
  • Lead a multifunctional team of internal and customer resources during onboarding to ensure successful product adoption with new customers
  • Ensure any client issues are escalated where appropriate, and resolved quickly, using resources from across the company ecosystem
  • Actively searches for additional business cases to expand Login VSI's usage, and consults with customers building near and long-term solutions
  • Prepare presentations and educate customers on new features and releases

Communication and Reporting:
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
  • Communicate regularly with internal stakeholders to provide updates on customer success initiatives and opportunities


Skills:
  • Proven track record in IT sales, consulting, or customer success
  • Ability to manage strategic customer relationships and discussions with stakeholders of all levels
  • Excellent communication skills - High-performance ability to balance business and technical and adjusting messaging to audience
  • Knowledge of Customer Success best practices
  • Ability to work in a fast paced, high-growth, company with the capability of balancing multiple priorities
  • Experience with Client Management Solutions (Churn Zero a plus) e.g. - CRM, Customer Success Platforms, Project Management Software, Ticketing systems
  • Project management
  • Experience with enterprise End-User Computing technologies (Citrix, VMware Horizon, AVD, VDI, etc.) a plus.
  • Travel requirements: Ability to travel domestically and internationally, up to 20% of the time, as required by business needs
  • Time Zone: Ability to cover meetings and calls with customers in Europe
  • Bachelor's Degree, or equivalent experience.

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