Customer Success Manager
August 28
Description
• Deliver an industry leading customer experience • Collaborate with internal teams to represent voice of the customer • Provide product education/support for new and ongoing customers • Establish product/industry best practices for customers • Lead in customer forums, such as release note calls or virtual conferences • Own ultimate responsibility for the customer’s retention and expansion success while preventing churn • Maintain accurate and current records of customer information in Salesforce • Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process • Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution • Work with leadership on new CSM initiatives • Assist with the Customer Success Software Administration: Gainsight Administration (ClientSuccess Administration at Captio) • Manage key accounts through monitoring customer health, business reviews and customer engagement • Develop and maintain long-term relationships to achieve customer success
Requirements
• Bachelor’s Degree required • 3-5 years experience in customer service role required • Strong interpersonal, organizational, and communication skills • Time Management & work/life balance • Proficient with Excel, Word, Powerpoint and Google Suite • Salesforce experience • Experience using video conferencing systems (Zoom or GoToMeeting) • Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio) • Product Demonstration Skills • Collaboration software experience: Confluence experience (or Wrike experience at Captio) • Creative - out of the box - solutioning • Excellent follow up skills to ensure customer expectations are met
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