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Customer Success Manager

2 months ago

Elmhurst, Illinois, United States Burroughs Full time
About the Role

The Client Retention Specialist plays a vital role in ensuring customers receive value from their maintenance and support services. This position offers a Hybrid/remote opportunity and is part of the Client Success team at Burroughs.

Key Responsibilities
  • Work with Transition Managers for successful customer handoffs.
  • Execute the 'Welcome' process for new customers.
  • Onboard customers efficiently to optimize value.
  • Build relationships with key stakeholders.
  • Resolve customer issues and ensure satisfaction.
  • Prepare and present at business reviews.
  • Proactively prepare for contract renewals.
  • Negotiate pricing and manage renewals.
  • Identify opportunities for revenue expansion.
Requirements
  • Bachelor's Degree or Equivalent Work Experience.
  • 2 years of customer account management experience.
  • 2 years of sales experience preferred.
  • Proficiency in CRM applications.
Performance Criteria
  • Quota Achievement.
  • Customer Churn Rate.
  • On-time Renewal Rate.
  • Revenue & Margin Expansion.
  • SLA Achievement.
  • Customer Satisfaction Scores.
Physical Requirements
  • Typical office equipment use.
  • Off-hour response may be required.
Accommodation

The company offers accommodation as required by law.