Customer Success Manager

2 weeks ago

New York, New York, United States Allcloud Inc. Full time
Customer Success Manager

At AllCloud, we're seeking a highly motivated and results-driven Customer Success Manager to join our growing managed services team. As a key member of our team, you will be responsible for ensuring our customers realize the full value of our offerings and services, ultimately driving renewals and upsell opportunities.

This is a customer-centric role that demands interaction with customers at senior levels, as well as with internal/external technical subject matter experts. You will be responsible for managing the post-sales customer journey, from onboarding through renewal and advocacy, utilizing a growth mindset to uncover upsell and cross-sell opportunities.

Key Responsibilities:
  • Become the trusted advisor and partner for our key accounts
  • Manage the post-sales customer journey for your book of business from onboarding through renewal and advocacy
  • Partner closely with customer executives and key stakeholders to ensure metrics for success are agreed upon and a mutual success plan of action is in place
  • Meet regularly with customers to ensure maximum value of contract is being attained and continually verify and document customer's objectives, requirements, and value that they receive from our service
  • Create key customer deliverables, including presentations, executive business reviews, strategy recommendations, and risk mitigation plans
  • Develop an understanding of each customer's business and managed services needs, providing proactive recommendations that support the customer's roadmap and vision
  • Generate reports related to our managed services offerings, providing insight and recommended next steps to maximize the customer's ROI
  • Strategically manage your portfolio via robust account plans, prioritizing your book of business by renewals, upsell, and risk
  • Be the voice of the customer inside the organization, driving process improvements and product roadmap decisions based on your frontline visibility of the key accounts
  • Identify root causes of customer churn and possible client dissatisfaction and engage appropriate team members from cross-functional teams to help address underlying causes of churn and dissatisfaction
  • Clearly demonstrate your understanding of AllCloud pricing, administrative procedures, and organization to effectively answer customers' questions in a timely fashion
  • Maintain a current understanding of AllCloud competitor offerings, so that you can effectively communicate the advantages
Requirements:
  • BS/BA or equivalent
  • 5+ years of proven customer success management experience or relevant industry experience
  • Must demonstrate strong persuasion skills to influence colleagues and customers and thrive in high-impact situations
  • Strong oral and written communication skills, as well as presentation skills
  • Excellent organizational skills and ability to conscientiously manage and follow up on multiple concurrent tasks
  • Ability to take ownership of complex customers and mediate between competing interests and personalities to improve customer satisfaction and drive growth
  • Demonstrate outstanding networking capabilities and exhibit a professional demeanor, business maturity, and technical knowledge

This position requires travel, including overnight travel about 10% of the time. AWS Cloud Certification is a plus.

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