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Client Success Manager for Managed Services

2 months ago

Plano, Texas, United States Kimberlite Full time
Customer Success Manager Position at Kimberlite

Are you a seasoned Customer Success Manager with a strong commitment to fostering meaningful relationships and ensuring customer satisfaction? Kimberlite is in search of a skilled professional with over 4 years of expertise in NetSuite implementations, managed services, and customer support. If you possess a solid background in Client Relationship Management, Project Management, and Team Leadership, we encourage you to explore this opportunity.

Key Responsibilities:
  • Facilitate the successful delivery of managed services to clients through effective relationship management, comprehensive product knowledge, meticulous planning, and execution.
  • Customize and implement NetSuite solutions to align with clients' specific business processes and needs.
  • Develop and execute Customer Success Plans, maintaining long-term relationships by delivering ongoing value and serving as a trusted advisor.
  • Analyze client data to extract insights that guide operational recommendations.
  • Identify potential risks, key performance indicators (KPIs), and areas for enhancement, collaborating with internal teams to formulate actionable plans.
  • Supervise customer engagement, ensure training requirements are fulfilled, and establish best practices to maximize return on investment (ROI) and lifetime value (LTV).
  • Proactively address account risks to minimize churn and guarantee client satisfaction.
  • Achieve key performance metrics, including client satisfaction, utilization rates, and statement of work (SOW) generation.
  • Ensure high-quality service delivery to clients and manage escalations with professionalism.
Required Qualifications:
  • A minimum of 4 years of experience with NetSuite (2 years required).
  • Proven experience in design facilitation, configuration, data migration, integration, reporting, and customizations within NetSuite.
  • Capability to lead workshops for gathering requirements, design, and process recommendations.
  • Experience in training and supporting end users in NetSuite applications.
  • At least 4 years of experience in Customer Success, Service Delivery, or Consulting roles.
  • NS SuiteFoundations Certification is preferred.
  • Exceptional communication and presentation skills, with the ability to influence stakeholders at all levels.
  • Empathy for clients and a passion for addressing complex business challenges.
  • Strong time management and multitasking skills.
  • Willingness to travel as necessary.
  • Strong client relationship skills and a personable demeanor.
  • This role may require occasional office presence or can be performed remotely for candidates based in the US or Canada.