Customer Success Manager

4 weeks ago

Omaha, United States WorldView Full time

As a leading provider of ECM (Enterprise Content Management) software and services, WorldView Ltd. provides exceptional opportunities for self-development while building an exciting career in a leading-edge, hi-tech industry. As a WorldView employee, you’ll enjoy business casual dress and a comfortable work environment. We will provide you with the training and support you need to excel in the career path you have chosen. If you have the drive and ambition to apply your knowledge and skills, you’ll appreciate the opportunities that WorldView has to offer. Visit our web site at www.worldviewltd.com to learn more about our company. Position Description The Customer Success Manager (CSM) will help to maintain high levels of satisfaction and engagement among customers to ensure they experience long-term success with WorldView. This role will serve as a primary point of contact for an assigned portfolio of customers. This is an individual contributor role. The CSM will be technology-savvy, perpetually curious, and results driven. Primary Areas Of Responsibility

Responsible for the management of a portfolio of customers with an overall goal to achieve high customer retention rates and prevent churn Proactively drive customer adoption and continuously look for opportunities to increase customer loyalty and revenue growth Recognize expansion opportunities and effectively communicate to the Sales team for closure Conduct training for new or existing customers (onboarding, role-based, new releases) Ensure that with every customer interaction you are working to deliver value, providing an excellent experience, and supporting the customer in attaining their desired outcomes Lead strategic, cross-functional initiatives such as customer journeys, voice of the customer, and product feedback Maintain relationships with targeted customers through phone conversations and meetings, as well as tracking emails and other business conversations timely in the correct application/CRM tool Serve as the trusted advisor for customers, beginning at onboarding and extending through product adoption Ensure overall customer satisfaction with WorldView, including but not limited to support services and product functionality Ensure all customer issues are addressed timely and effectively by collaborating cross-functionality with many of the other WorldView teams Other duties as assigned Preferred Skills And Qualifications

At least 3 years of experience managing customer relationships (SaaS preferred) Strong project management skills Experience with HubSpot A track record of delivering excellent customer satisfaction and ensuring accounts renew and/or expand services Demonstrated ability to effectively communicate with customers at all levels in an organization Experience mapping the customer journey, developing a customer success playbook, and driving operational efficiencies that help customers achieve desired outcomes Experience in driving product value in a SaaS environment Strong communication skills, both verbal and written Strong analytical and problem-solving skills BA/BS degree At least 3 years of experience managing customer relationships (SaaS preferred) Strong project management skills Experience with HubSpot A track record of delivering excellent customer satisfaction and ensuring accounts renew and/or expand services Demonstrated ability to effectively communicate with customers at all levels in an organization Experience mapping the customer journey, developing a customer success playbook, and driving operational efficiencies that help customers achieve desired outcomes Experience in driving product value in a SaaS environment Strong communication skills, both verbal and written Strong analytical and problem-solving skills BA/BS degree WorldView is committed to creating a diverse environment and is proud to be an equal opportunity employer. #J-18808-Ljbffr

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