Customer Success Manager
November 1
Description
• The Customer Success Manager owns the operational, commercial, and strategic responsibility for a portfolio of high value customer accounts. • This position is responsible for increasing the value of each account by driving a consistent increase in product feature adoption, product usage and product expansion. • Responsible for ensuring complete customer satisfaction by ensuring they have immediate access and resolution to questions and concerns during their interactions. • Works directly with the designated account and internal departments to create, develop, implement, manage, and evaluate customer-centric processes to achieve Datasite’s and its customers strategic goals and objectives. • Build and maintain effective long-term relationships and a high level of satisfaction with key executive-level decision makers and influencers at multiple assigned customer accounts. • Lead the strategic direction/planning for new accounts. • Evaluate and influence recommendations for assigned key account’s business processes and provide recommendations for solutions and enhancements that generate efficiency, revenue, and scalability in projects. • Drive adoption of expansion opportunities within assigned accounts and their community through communications and other activities as needed, collaborating with sales, support services and product groups. • Prepare and deliver performance related presentations and presentations geared towards increasing value of the account. • Monitor performance against forecast and ensure forecast targets are met. • Broaden network of contacts within key global accounts by function and level of seniority. • Form productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs. • Act as liaison for internal and external communications with assigned accounts; manage ongoing conference calls and ensure a positive relationship with assigned accounts. • Provide regular status reports and manage task lists on assigned accounts progress for all internal functions. • Ensure that contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally. • Manage required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering to customer satisfaction requirements. • Work closely with the customer to plan and implement strategies utilizing internal and external resources. • Implements governance models for accounts and ensures account is operationally green. • Manage projects using defined project management tools and communication vehicles. • Analyze numbers and metrics for customer and internal management detailing findings and recommendations to improve activity. • Evaluate program and activity results to adjust strategies to meet changing market and competitive conditions and improve client outcomes. • Deliver detailed account planning and opportunities review. • Initiate and manage customer escalations and incidents. • Partner with support services to drive to closure of cases. • Responsible for customer communications on progress, resolution, and root cause for incidents.
Requirements
• Bachelor’s degree in business or related field and /or equivalent combined education and experience • 2-4 years of experience directly managing customer facing strategic accounts • Strong solution-based selling skills • Execution-oriented, self-starter and self-navigator who can prioritize high-value projects versus tasks in a fast-paced environment and balance demands of multiple projects. • Demonstrated project management skills. • Strong organizational skills, entrepreneurial outlook, proactive business style and excellent communication, presentation, and interpersonal skills • Proven experience conducting accurate revenue forecasting, account reviews, strategic account plans, and general performance data as required. • Demonstrated performance in achieving customer satisfaction requirements. • Extensive experience working with senior executive level staff. • Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook) • Salesforce experience preferred.
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