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Customer Success Manager
2 months ago
Customer Success Manager
POSITION SUMMARY
The
Customer Success Manager
(CSM)
works with existing customers to
ensure customers realize value from
their maintenance and support
services
and/or subscriptions.
They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs
are member
s
of the Customer Success team. This position can be a Hybrid/remote opportunity for the Elmhurst IIL. Area.
CSMs work proactively with customers to ensure optimal utilization of products and services. They act as the primary post-sales point of contact for customers
and coordinate with cross functional teams to ensure the success of each customer.
CSM
s
are responsible for the commercial relationship, which means they secure payments from customers to renew their support contracts
and/or subscriptions
.
Customers are typically medium
to large in
size,
moderate
renewal complexity
, and have a high propensity to grow
.
The renewal is evidence that the customer has committed to continue their relationship with the company.
The
CSM
primarily interacts with customers and/or partners via the telephone. On occasion, they may also visit customers face-to-face. They are responsible for not only retaining
recurring
revenue, but also growing revenue
by expanding customer spend.
ESSENTIAL FUNCTIONS / KEY RESPONSIBILITIES:
Land Phase:
Work with Transition Manager to ensure successful handoff of customer from the Sales team to the Customer Success team.
Execute ‘Welcome” process.
Adopt
Phase:
Ensure customer is onboarded effectively and efficiently in order to optimize customer time to value and Burrough’s time to revenue.
Build relationships with the influencers and decision makers within assigned customers.
Maintain
good industry and business knowledge. Maintain
an excellent level of product knowledge as is relevant for assigned customers/partners.
Serve as
second level escalation contact
between customers/partners and appropriate company departments to resolve escalated questions and issues and to maximize customer satisfaction.
Assist broader account team to provide seamless customer interactions.
Effectively communicate company messages, value propositions, etc. verbally and in writing
.
Review
,
interpret
and manage
contractual terms
:
Attains Services SLA & manages governance
Achieves margin goals
Advisor for billing questions
Oversight of in invoice disputes
Prepare content for and present at monthly or quarterly business reviews with customers.
Renew Phase:
Work proactively with assigned customers and/or partners to prepare for the successful renewal of support contracts and/or subscriptions.
Validate customer asset lists and p
repare renewal quotes
for maintenance and support contracts and/or subscriptions consistent with expected timelines and policies.
Contact and follow-up with customers and partners to ensure timely renewal of support contracts and/or subscriptions.
Communicate value throughout the renewal process.
Manage negotiations with customers on pricing and price increases.
Learn and use the systems required to
improve adoption,
complete the renewal, track progress, forecast and report results.
Prepare order packet for processing and invoicing.
Track contract non-renewal including reasons for cancellation.
Prepare forecasts of renewal bookings. Participate in forecast reviews.
Responsible for achieving or exceeding renewal quota.
Expand Phase:
Generate leads for additional products and services
, including premium support offerings.
Proactively introduce
services to customers to add more value to customers and expand customer spend.
KNOWLEDGE, SKILLS AND ABILITIES:
The successful candidate will have:
•
Excellent time management skills and the ability to prioritize tasks to ensure effective and timely follow-up.
•
Must be motivated, goal oriented with the proven ability to work with minimal direction and maintain a high level of collaboration across geographically diverse teams.
•
Ability to organize, prioritize, complete activities and meet deadlines.
•
Excellent oral and written communication skills.
•
Possess a high degree of honesty, integrity and ability to maintain confidentiality.
•
Professional image and interpersonal skills.
•
Good decision making ability and insightfulness.
•
Knowledge of the technology industry and typical product deployment.
Core Capabilities:
•
Driven to action
.
•
Ability to engage executives (internal and external)
.
•
Rapport building and conflict management skills
.
•
Capacity for creative and innovative thinking and analysis
.
•
Sales and solutions focused
.
•
Proactive and responsive
.
EDUCATION AND
EXPERIENCE
REQUIREMENTS
:
B
achelor’s
Degree
or
Equivalent Work Experience
2 years of experience with customer account management
2 years of prior sales experience in a quota-carrying role
is strongly preferred
2 years of experience negotiating with customers
and
managing to contractual terms
Experience with
maintenance and support contract renewals
and/or subscriptions
is strongly preferred
Strong computer proficiency, especially
working knowledge of CRM applications
PERFORMANCE CRITERIA
:
•
Quota Achievement
•
Customer Churn Rate
•
On-time
Renewal Rate
for
Recurring Revenues
•
Expansion of Revenue & Margin with Existing Customers (i.e. Dollar Net Retention)
•
SLA Achievement with Customers
•
Customer Satisfaction Scores
•
Recurring Revenue Forecast Deviation
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
:
Requires use of typical office equipment such as a computer, laptop and cell phone.
Most job activities take place during the regular workday, however,
off hour response to field service escalations are required.
Accommodation: Please note that Burroughs offers accommodation as required in accordance with the applicable provincial human rights legislation.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the
team member
for this job. Duties, responsibilities and activities may change at any time with or without notice.
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