Customer Success Manager

Job Description
The primary role of the Customer Success Manager is to help our customers achieve their business goals through using Inventory Planner, thereby retaining and growing their business relationship with Inventory Planner.

The Customer Success Manager will be a strongly self-motivated and driven individual who is outcome-oriented, methodical and tenacious, and can effectively interact with the wider Inventory Planner team. The role reports to the Senior Director of Customer Success.

• Own overall relationship with assigned customers, which includes increasing adoption and satisfaction
• Conduct conversations and Strategic Business Reviews with business owners and operational staff regarding their business and the challenges they face with their operations.
• Proactively manage the relationship with our top tier customers and programmatically manage the lower tier customers with the support of marketing and other Inventory Planner teams.
• Establish a trusted/strategic advisor relationship with each assigned account and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Manage account escalations
• Perform Quarterly, Annual and Bi-Annual customer business reviews
• Perform ad-hoc 'health checks' on Inventory Planner accounts to identify risk and leading indicators of churn
• Perform follow up activities to manage identified risk
• Follow-up on Survey responses to minimize risk and prevent churn, increase adoption and recognize opportunities for upsell
• Manage relationship with customer to try to prevent churn of the account
• Identify, manage, and mitigate risk of a customer account
• Attend regular Risk meetings
• Create and manage follow-up actions of yourself, others and the customer
• Manage customer retention plans
• Engage with customers who have requested cancellation to understand reasons for churn and deliver retention activities
• Assist driving campaigns on new product features and general product usage and adoption
• Help and design programs to reduce churn and drive adoption for both 1-to-1 and 1-to-many customer engagements
• Record and feedback areas of product improvement via the appropriate channels

Assist with set-up and running of user-group meetings

• Become an expert of the Inventory Planner product to advise and guide customers through full adoption of the Inventory Planner product

Requirements:

• 3-5 years of prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
• An understanding of the challenges a multi-channel retail business faces and how technology can solve
• Proven ability to drive continuous value of cloud solutions
• Familiarity working with clients of all sizes
• Impeccable written and verbal communication skills
• Detail oriented and analytical
• Strong team player but still a self-starter
• Thrives in a multitasking environment and can adjust priorities on-the-fly
• Comfortable communicating with customers on the phone, via web or video conferencing meetings as well as email and live chat

Personal Attributes:

Real Customer Success comes from the heart. You will have the best customer management and business consultancy skills around. You're passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with.

Plenty of perks:

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offerings

What it's like to work at Sage:

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