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Account Success Coordinator

2 months ago

Dallas, Texas, United States Burroughs Full time
Customer Success Manager

Burroughs is actively looking for a Customer Success Manager to enhance our team. The CSM will collaborate with current clients to ensure they derive maximum benefit from our maintenance, support services, and subscription offerings. This role demands exceptional time management abilities, the capacity to engage with high-level executives, and a proactive stance in customer relations.

Key Responsibilities:

  • Collaborate with the Transition Manager to ensure a seamless transfer from Sales to Customer Success
  • Implement the 'Welcome' process for new clients
  • Cultivate relationships with key influencers and decision-makers
  • Act as the primary escalation contact between clients and various company departments
  • Analyze, interpret, and oversee contractual agreements
  • Prepare and deliver presentations during business reviews with clients
  • Partner with clients to ensure successful contract and subscription renewals
  • Manage pricing negotiations with clients
  • Generate leads for additional products and services

Requirements:

  • Bachelor's Degree or Equivalent Work Experience
  • Minimum of 2 years in customer account management
  • Proficient in computer applications, particularly CRM systems

Performance Metrics:

  • Achievement of Quotas
  • Customer Churn Rate Management
  • Timely Renewal Rate
  • Revenue and Margin Expansion
  • SLA Compliance
  • Customer Satisfaction Ratings
  • Recurring Revenue Forecast Accuracy

Physical Requirements:

  • Standard office equipment for daily operations
  • Availability for off-hours response to service escalations may be necessary

Accommodation:
Burroughs provides accommodations in accordance with applicable provincial human rights legislation.

Other Duties:
This job description is subject to change at any time without prior notice.