Client Success Manager - Level 2

9 hours ago

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Cision

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PR Software • Social Media Software • Global Insights • GR & PAC Software

1001 - 5000

Description

• In Customer Experience, we are focused on providing customers with exceptional services. • We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. • Customer Success at Cision is all about helping our customers achieve their desired outcomes. • Reporting to the Manager of Customer Success, CSMs partner with teams within CX as well as Account Management to maximize and deliver value from our products to our customers.

Requirements

• Customer Objective Deduction: ability to identify customer objectives based on prompting questions • Success Plans: creation of a success plan with the customer based on the agreed-upon objectives, with recommended next steps and clear timelines. Maintain and share progress updates at an agreed-upon cadence and hold all teams accountable to maintaining timelines by intervening as soon as risk presents itself. • Business Reviews: ability to gather important customer highlights (usage, completion of agreed-upon actions, survey responses) to hold a strategic dialogue around progress and recommendations on next steps/timelines. • Churn Risk Management: the use of tools to detect customer behaviors that could signal churn risk and propose mitigation options to internal stakeholders to agree and execute. • Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools • Education: Bachelor’s degree and/or 3-5 years CSM experience • Preferred Qualifications • Work Experience: customer success management, SaaS, customer service, public relations/communications, education • Technology: Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite • Education: public relations & communications background