Customer Success Manager

Responsibilities:

Manage the success of any assigned customers
Understand the company’s vision and goals for customer success and their respective contributions
Maintain the company’s customer success strategy
Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints
Track customer data, including information from all systems to track customer lifetime interactions
Coordinate multi-department customer analytics programs
Provide effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities
Continually improve processes, programs, and individual customer service skill set to improve the customer’s valuation of the company and to align with the customers’ needs
Collaborate with other teams on products, support, service delivery, and account management to improve customer experience
All other duties assigned

  Qualifications:

The following skills represent the minimum requirements to be considered for this position:

Bachelor’s degree in Business Administration, Computer Science, Information Systems, related field, or equivalent experience
Three years of Customer Success or Account Management experience
Strong communication and interpersonal skills
Excitement about working with multi-disciplined departments to accomplish common business and customer goals
Customer-centric and team-centric mindset
Ability to manage multiple projects, activities, and tasks simultaneously
Ability to develop and manage client portfolios
Sustain business growth and profitability by maximizing value
The following skills represent additional proficiencies preferred to be successful in this position:

Ability to create a shared vision, inspire collaboration, and drive change with momentum
Extensive background in customer research and analytics techniques, customer strategy, and process improvement
Ability to navigate change with a leadership mindset
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.