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Customer Success Manager
1 month ago
eQuip (a division of AssetWorks USA, LLC) develops and implements asset management solutions for defense manufacturers and others with complex asset tracking and compliance needs. We seek a customer success leader and product strategist who will roll up their sleeves and lead from the trenches. As a key member of the leadership team, the Customer Success Manager will help craft our customer-success department, strengthen our customer relationships, and collaborate with cross-functional leaders internally to strengthen and expand our market presence. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. Objectives of this role Own the relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services. Develop and maintain customer-success strategies and best practices, as well as content with help from the leadership team. Communicate effectively with internal and external managers to fully understand the needs of our customers and markets and share these learning to maximize retention and growth. Create and maintain customer-success metrics and data based on industry best practice. Responsibilities Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. Understand and document the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals. Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables. Collaborate, problem-solve, and strategize with team members on upcoming client meetings. Prepare documentation or visuals of campaign performance for the client; analyze trends in CSAT and NPS scores to identify areas for improvement. Report weekly to leadership on KPIs and customer health stats. Work with sales and marketing teams to boost customer referrals and develop case studies. Required skills and qualifications Experience with direct customer advocacy and engagement experience in post-sales support Ability to quickly learn our product, customer needs and competitive markets. Technical skills for guiding customers through nuances of a complex software product Ability to work effectively across multiple departments in a deadline-driven environment. Experience in an enterprise solution sales environment and ability to partner with account executives. Excellent interpersonal communication skills, self-learning, analytical, problem-solving. Active team player, self-starter, and multitasker who can quickly adjust priorities. Excellent organizational and time management skills Proven experience with SaaS platforms. Comfortable leading webinars, user groups, and training sessions Knowledge of HubSpot and project management tools 30% Travel required #J-18808-Ljbffr
