Customer Engagement Manager

2 weeks ago


Dallas, Texas, United States Burroughs Full time
Client Success Specialist

Burroughs is actively looking for a Client Success Specialist 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, a knack for engaging with executives, and a proactive mindset towards client interactions.

Key Responsibilities:

  • Collaborate with the Transition Manager to ensure a seamless transfer from Sales to Client 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
  • Assist clients in the successful renewal of contracts and subscriptions
  • Negotiate pricing agreements 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 Retention Rates
  • Timely Renewal Rates
  • Revenue and Margin Expansion
  • Service Level Agreement (SLA) Compliance
  • Customer Satisfaction Ratings
  • Variance in Recurring Revenue Forecasts

Physical Requirements:

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

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

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

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