Customer Success Manager

Job ID: 4542

Description

Do you take pride in building expertise and then using that to help others achieve their own success? Are you excited to use a combination of business insights and technical knowledge to drive business value growth for your customers? Do you enjoy showing people how you can make their jobs easier and more successful with your software?

In this role, you will partner with customers to help them achieve a declared state of success with their software solution. You will do so by leveraging success plans, product expertise, and a deep understanding of the customer's business to provide confident, expert-driven leadership to your assigned customers.

What you will be doing

  • Continuously learn and build domain expertise across multiple products and customers.
  • Analyze current product usage and other success indicators to identify specific improvement opportunities for each customer based on a prescribed success plan.
  • Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice.
  • Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
  • Create product artifacts (Videos, FAQs, Blog Posts, etc) to accelerate best practice sharing and drive user engagement.

What you will NOT be doing

  • Delivering the same old product pitch a hundred times to a hundred different customers and then handing off the baton to another functional resource.
  • Going into a meeting with your "assumed" solution for the customer without listening to their requirements and business plans.

Key Responsibilities

  • Prepare Success Plans for each customer based on inputs including current entitlement and usage data, relevant product and customer updates or highlights, and clear recommendations and next steps for the next stage of the success journey.
  • Lead structured success meetings with customers to review their Success Plan and ensure they understand the next steps and are excited to make progress to achieve their next phase of value growth.
  • Provide demonstrations and walkthroughs of product capabilities to help drive engagement and feature adoption.
  • Act as a trusted advisor that continuously builds confidence through clear communication and by delivering on commitments.
  • Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for success.
  • Provide expert coaching to customers on individual elements of the plan and respond to inbound, 'how-to' inquiries that fall between technical support issues and consulting services.
  • Utilize strong project management skills to implement Success Plans, and ensure that both the customer and internal teams are working towards mutually agreed objectives.
  • Create product 'how to' and best practice collateral such as blog posts, presentations, job aids, or FAQs to accelerate best practice sharing and coaching effectiveness.
  • Invest in self-directed and other forms of learning to build expertise in the assigned products and customers.
  • Assist the sales team in providing demo's to prospects and current customers that would find value in our product offerings.

Candidate Requirements

  • Bachelor's Degree or equivalent experience, ideally in a technical discipline. 
  • 4+ years experience in the Enterprise Software industry
  • 4+ years in a Customer Success, pre-sales or similar role, with a proven ability to deliver and grow customer value with enterprise technology solutions.
  • Proven track record in managing 15+ customers simultaneously and building customer relationships with both business and technical stakeholders.
  • Experience in customer-facing roles including support, project management, presales, professional services, training, or consulting, preferably in a technical domain..
  • Passion for customer success and experience of achieving customer satisfaction with existing products.
  • Ability to articulate technical concepts and understand business drivers.
  • Self-motivated and self-disciplined to work successfully in a 100% virtual environment.
  • Excellent written and verbal English communication skills.
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