Customer Success Manager
3 days ago
At Northern Impact, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our organization, you'll play a critical role in driving long-term customer success and growth.
About the RoleWe're looking for a seasoned professional with a proven track record of managing customer relationships effectively. As a Customer Success Manager, you'll be responsible for building strong relationships with our clients, identifying and solving issues, and driving product adoption.
Key Responsibilities- Develop expertise in our product offerings and serve as the primary point of contact between our company and clients.
- Proactively interface with multiple levels of client management, building rapport and strong professional relationships.
- Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities.
- Translate client requests into technical and/or engineering requirements.
- Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion.
- Work with clients to understand how best to use our services and provide valuable feedback to business and development teams.
- Help clients better understand the full potential of our products.
- Act as liaison between clients and the Product Development team.
- Manage backlogs and timelines on behalf of large enterprise clients.
- Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation.
- Build presentation materials and present findings to small teams.
- Lead web-based trainings, conference calls, and in-person client meetings.
- Education: BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering).
- Work Experience: 4+ years of professional experience, with at least 2 in a client-facing/account management role.
- Candidates based in Eastern or Central Time Zones.
- Candidates who have relevant industry experience: construction equipment rentals.
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