Customer Success Manager

2 weeks ago

Strongsville, Ohio, United States Delivered Inc Full time
About Delivered Inc

We're a fast-paced, dynamic company that values action over words and empowers our team to make decisions quickly. If you're a free thinker who thrives in an environment where you can challenge the status quo and drive innovation, then Delivered Inc is the place for you.

Job Summary

We're seeking a Customer Success Manager who will build and maintain strong relationships with our customers. You will be pivotal in ensuring our customers achieve their desired outcomes while maximizing the value we provide through our solutions.

Key Responsibilities
  • Relationship Management: Build and maintain strong, long-lasting relationships with customers by understanding their business goals and providing strategic guidance.
  • Churn Protection: Act as a trusted agent to our customers in achieving a high level of customer support to protect from churn risks by delivering continuous and incremental value.
  • Customer Trusted Advisor: Develop and nurture trusted advisor relationships with key customer stakeholders to build and execute a collaborative roadmap to deliver expected benefits and high return on investment.
  • Expansion: Identify opportunities for account growth and work closely with customers to influence and accelerate products and services.
  • Contract Management: Manage all contract negotiations for statement of work, master service agreements, subscription agreements, amendments, and renewals.
  • Customer Advocacy: Act as the voice of the customer within Delivered Inc, providing feedback to the sales, services, and product teams to drive continuous improvement.
  • Reporting: Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report monthly internally on customer health status, risks, and opportunities.
  • Cross-Functional Collaboration: Collaborate with sales, marketing, operations, and support teams to ensure a cohesive and exceptional customer experience.
Requirements
  • High School Diploma or GED and at least 5 years of proven work experience in a Customer Service, Account Manager, or similar role.
  • Preferred: Bachelor's degree in business or a related field.
  • Experience working for a start-up is a plus.
  • Ability to build strong relationships with stakeholders at all levels in the organization.
  • Strong work ethic and ability to navigate complex customer environments.
  • Proficiency with Microsoft Office Suite.

We are an equal opportunity employer and maintain a policy of non-discrimination in providing equal employment to all qualified individuals regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state, and local law.

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