Customer Success Manager
4 weeks ago
Position Summary:
The Customer Success Manager
will
support the Master Library products that are part of the Follett School Solutions product portfolio
and is responsible for ensuring strong partnerships with key Follett School Solutions customers across United States, Canada, UK and wider Northern Hemisphere including building strong relationships with key stakeholders at the account resulting in increased customer satisfaction, retention and referenceable districts to support sales. This position is the main point of contact for key customers to drive industry best practices and the evolution of Follett product and services integral to the customer's success. They serve as the main contact for all customers' issues as related to ongoing service and support, managing the customers' expectations, and implementing action plans where needed.
The Role:
Ensure customer data base is updated upon receipt of payment from new customers and the right product configuration is made available
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Actively monitor the health of assigned customers across tiers and ensure the right proactive interaction is in place (including digital) to maintain customer retention and identify opportunities to unlock further value for them
Identification of incremental up-sell/cross-sell opportunities with existing customers including products, add on's, integrations and services opportunities, create quotes and services and see these through to implementation
Maintain assigned customer profiles ongoing including site count, point of contact, product configuration and/or change in licence and removal of any churned customers
Work with the Manager, to improve business processes that improve our ability to support our customers effectively and achieve productive use of all Follett products and services
Ensure consistent post-implementation management of assigned accounts' support, customer service, training, and project engagements to grow and improve our partnerships with those customers.
Guide and manage customer issues through appropriate escalation channels to a final and satisfactory resolution.
Identify and leverage resources and individuals across FSS to enhance the quality, efficiency, and effectiveness of solutions and responses to customer needs.
Establish effective working, collaboration, and sharing relationships throughout departments and FSS groups.
Monitor, facilitate, and report on renewal rates of assigned customers.
Monitor and report support we have provided in support of and leading to annual account review meetings.
Provide data and input to describe trends and findings in support of RCA; identifying areas where we have excelled and areas where we can improve.
Work as a subject-matter expert and leader on customer-relationship activities that may involve implementation, account management, and ongoing support aspects.
Identify, communicate, and offer suggestions on process, policy and best practice improvements to benefit customers' relationships; troubleshoot and resolve customers' issues.
Identify, troubleshoot, and resolve customers' issues between the customer and the company.
Understand and communication customer requirements to Product Management in the form of enhancement requests.
Create Oracle or Zoho Service Requests for all customer interactions (and escalations when appropriate).
Balance often-competing priorities of all assigned accounts.
Report ongoing progress/status of issues to customers and management on regular basis; provide performance and call reports to customer accounts as needed.
Attend and complete training sessions to enhance product and process knowledge.
Attain subject-matter-expert knowledge level of products for customers, peers, and internal departments.
Continuous improvement of skills through ongoing learning efforts.
Contribute to suggestions for improved processes and procedures as required.
Develop and foster professional relationships with other Follett Companies and third-party vendors
Train and mentor other support personnel as required.
Occasional travel as needed.
Create, maintain, add articles and processes to knowledge base.
Attend periodic departmental meetings as required.
Qualifications:
5+ years of proven successful experience in customer success/account management in support of revenue clients is necessary. Self-starter, positive, creative problem solver. Ability to manage multiple customer demands.
Proven client management skills
Excellent time management and interpersonal skills
Strong decision-making abilities, organizational skills
Project Management experience
Strong troubleshooting and analytical ability
#J-18808-Ljbffr
-
Manager of Customer Success
1 week ago
Phoenix, United States Applied Technology Group Inc Full timeWe are a close-knit team that takes pride in our work and loves working together. We are customer-obsessed and are willing to go the extra mile for our customers. The Manager of Customer Success leads a team of 4-8 CSMs that help maintain high levels of satisfaction and engagement among our customer base. The Manager of Customer Success is responsible for...
-
Manager of Customer Success
4 weeks ago
Phoenix, United States ATG Full timeATG USA (Applied Technology Group) is the leading technology business partner focused on the Architectural, Engineering and Construction industry in North America. ATG strives to build relationships within the professional design community by providing a complete solution. ATG has unique service offerings implemented by technical support specialists with...
-
Manager of Customer Success
1 month ago
Phoenix, United States ATG Full timeATG USA (Applied Technology Group) is the leading technology business partner focused on the Architectural, Engineering and Construction industry in North America. ATG strives to build relationships within the professional design community by providing a complete solution. ATG has unique service offerings implemented by technical support specialists with...
-
Manager of Customer Success
4 weeks ago
Phoenix, United States ATG Full timeATG USA (Applied Technology Group) is the leading technology business partner focused on the Architectural, Engineering and Construction industry in North America. ATG strives to build relationships within the professional design community by providing a complete solution. ATG has unique service offerings implemented by technical support specialists with...
-
Manager of Customer Success
1 week ago
Phoenix, United States ATG Full timeATG USA (Applied Technology Group) is the leading technology business partner focused on the Architectural, Engineering and Construction industry in North America. ATG strives to build relationships within the professional design community by providing a complete solution. ATG has unique service offerings implemented by technical support specialists with...
-
Expression of Interest
1 week ago
Phoenix, United States Marlee (Fingerprint for Success) Full timeJob DescriptionJob DescriptionWe are inviting professionals in high-growth industries who are thinking about their next move or looking for a new opportunity to join our expanding talent pool. The Marlee Talent Pool is a pilot project designed to:Help job seekers get discovered by our partners based on their anticipated hiring needs.Provide optional support...
-
Customer Success Manager
2 weeks ago
Phoenix, United States MEDIROUTES Full time**Opportunity**: Are you interested in joining the customer success team of a profitable and growing AZ tech company? MediRoutes is seeking a Customer Success Manager for a full-time job. This position is 100% remote, but all employees meet quarterly at our office in Scottsdale, AZ. Join the dynamic team of a rapidly expanding tech company in the SaaS NEMT...
-
Customer Success Manager
4 days ago
Phoenix, United States Konica Minolta Business Solutions, U.S.A., Inc. Full timeOverview: Reporting to the National Manager - Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to...
-
Customer Success Manager
5 days ago
Phoenix, United States Konica Minolta Business Solutions Ltd Full timeJob Description OverviewReporting to the National Manager - Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes...
-
Strategic Customer Success Manager
4 weeks ago
Phoenix, United States Choice Hotels Full timeStrategic Customer Success Manager Scottsdale, AZ (Hybrid) Who are we looking for? SkyTouch Technology, an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry, has an exciting opportunity as our Strategic Customer Success Manager . As a Strategic Customer Success Manager, you will ensure...
-
Customer Success Manager
2 weeks ago
Phoenix, United States WillScot | Mobile Mini Full timeAt WillScot Mobile Mini (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage...
-
Customer Success Agent
3 weeks ago
Phoenix, United States Zenventory Full time**What you will do**: - **Become an expert in Zenventory Warehouse Management software **and the industries we serve. - Field inbound phone calls and tickets from existing customers to help promptly **resolve any product questions and document bug reports.** Serve as an internal resource for other support agents and our dealer network. - **Work as a...
-
Phoenix, United States LOFTY INC. Full timeDescription: LoftyWorks is a comprehensive prop-tech software solution that simplifies property management through various tools, including CRM automation and customer communication. It facilitates efficient operations, property portfolio management, and offers top-tier financial management, with seamless integration with Xero. Developed since 2019,...
-
Customer Success Agent
4 weeks ago
Phoenix, United States N.E.R.D. Power Full timeJob Title: Customer Relations and Compression Agent Job Description: Are you ready to join a dynamic team and embark on an exciting adventure as a Customer Success/Compression Agent? We are seeking dedicated individuals who thrive on engaging with homeowners, resolving issues, and making a positive impact. As a Compression Agent, you'll be at the forefront...
-
Sr. Customer Success Coordinator
4 weeks ago
Phoenix, United States Kryterion Inc Full timeJob DescriptionJob DescriptionSalary: $25-$27/HourThe Customer Success Coordinator provides existing clients with exceptional support to deliver their certification programs. They support the Customer Success team with client-related support requests, problem research and resolution, and managing client requests internally with other teams. They provide...
-
Customer Success Associate
1 month ago
Phoenix, United States Prepass Full timeAbout PrePass PrePass® is North America's most utilized and technologically advanced weigh station bypass and toll payment platform. Proven PrePass technologies enable safe, qualified motor carriers to bypass inspection facilities at highway speeds, saving them time, fuel, and money while reducing emissions. As the only provider to offer bypass and tolling...
-
Customer Success Associate
4 weeks ago
Phoenix, United States Prepass Full timeAbout PrePass PrePass® is North America's most utilized and technologically advanced weigh station bypass and toll payment platform. Proven PrePass technologies enable safe, qualified motor carriers to bypass inspection facilities at highway speeds, saving them time, fuel, and money while reducing emissions. As the only provider to offer bypass and tolling...
-
Customer Success Associate
1 month ago
Phoenix, United States PrePass, LLC Full timeJob DescriptionJob DescriptionAbout PrePassPrePass® is North America's most utilized and technologically advanced weigh station bypass and toll payment platform. Proven PrePass technologies enable safe, qualified motor carriers to bypass inspection facilities at highway speeds, saving them time, fuel, and money while reducing emissions. As the only...
-
Customer Success Associate
2 weeks ago
Phoenix, United States PrePass, LLC Full timeJob DescriptionJob DescriptionAbout PrePassPrePass® is North America's most utilized and technologically advanced weigh station bypass and toll payment platform. Proven PrePass technologies enable safe, qualified motor carriers to bypass inspection facilities at highway speeds, saving them time, fuel, and money while reducing emissions. As the only...
-
Field Customer Success Manager I
2 days ago
Phoenix, United States Podium Full timeAt Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products. Our work and focus on helping...
