Customer Success Professional

5 days ago

Chicago, Illinois, United States Eclaro Full time

{"Job Title": "Customer Success Manager", "Job Overview": "Eclaro is seeking a Customer Success Manager to join our team. This role will be responsible for managing a book of business, handling multiple clients, and growing their business by acting as a trusted advisor. The ideal candidate will have a strong understanding of the client's business, challenges, needs, and goals, and will be able to help them derive maximum value from our data and tools.", "Responsibilities": ["Become a product expert and educate, coach, and mentor clients on our data, tools, and solutions.", "Distill best practices across the client base and deliver insights and advice based on those practices.", "Independently own customer retention and growth, including communication, system entry, and mitigation of potential retention risk.", "Manage proactive communication and client touch points, including change management from a data and product perspective.", "Develop strategies to expand engagement, enable adoption, and mitigate churn to drive long-term account growth.", "Cultivate strong customer champions and advocates.", "Anticipate client needs and manage client escalations that are raised to you from your sales and support partners and the customer.", "Act as the voice of the customer by capturing and communicating client needs and feedback to Product and Data teams.", "Required Qualifications": ["BA/BS Degree in Business Administration or related quantitative field of study.", "3-5 years of experience in customer-facing success, account management, sales, or strategic consulting role; enterprise software or SaaS experience is preferred.", "Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.", "Demonstrated ability to creatively problem solve and solution to drive customer value with Client data and products.", "Technical aptitude, analytical mindset, and intermediate or higher experience with Microsoft Excel and PowerPoint.", "Self-starter manages time efficiently, able to complete work in a timely manner without active supervision.", "Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues.", "Strong interpersonal skills and experience building collaborative relationships both internally and externally to facilitate a flawless customer experience.", "Can-do, positive, and team-oriented attitude.", "Experience working with syndicated data (preferred Client, The Nielsen Co., IRI, and/or data in a Consumer-Packaged Goods manufacturing setting).", "Preferred Skills": ["Client, Retail, or Natural/Specialty Industry.", "Familiarity of contract management systems including DocuSign, Salesforce, and/or other CPQ management tooling."]}

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