Customer Success Manager

2 days ago

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Accela

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Market-leading solutions that empower governments to build thriving communities, grow businesses and protect citizens.

infrastructure asset management • code enforcement • community development & planning • mobile apps • cloud

201 - 500

Description

• Collaborate with customers to achieve their strategic goals through innovative solutions • Monitor customer health, drive product adoption, ensure customer satisfaction • Develop and execute detailed customer results plans • Conduct regular customer health assessments • Lead quarterly Health Reviews with key stakeholders • Maintain proactive communication with customers • Drive product adoption and ensure customers realize value from solutions • Advocate for customer needs within the organization • Identify opportunities for account growth • Implement and share industry best practices • Manage escalations effectively • Maximize customer success by identifying key results • Enhance customer experience by managing key Customer Moments of Truth • Analyze and communicate data stories that drive success for Accela and customers • Help reduce churn through value attainment • Enable cross-sell opportunities and improve new logo win rates • Establish account contacts • 10-20% of travel may be required

Requirements

• Bachelor’s degree in a relevant field or equivalent work experience • 3+ years of experience in customer success, account management, or a related field • Proven ability to develop and execute customer success strategies and plans • Strong data analysis skills to monitor and interpret customer health and engagement metrics • Excellent communication and presentation skills • Demonstrated ability to collaborate with cross-functional teams • Proactive problem-solving skills and a customer-centric mindset • Ability to manage multiple customer accounts and prioritize tasks effectively • Experience with customer success tools, methodologies, and technologies

Benefits

• Flexible time off • Comprehensive medical, dental, and vision plans • Family planning benefits • 401(k) retirement savings plan with company match • Health savings account with company contributions • Flexible spending account • Life, accident, and disability coverage • Business travel insurance • Employee assistance programs • Other well-being benefits