Customer Success Manager

6 days ago

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Omatic

WebsiteLinkedInAll Job Openings

Blackbaud customizations • Raiser's Edge modules • Financial Edge modules • Salesforce • Middleware

51 - 200 employees

Founded 2002

💰 Private Equity Round on 2016-07

Description

• Manage customer relationships (post-implementation) to drive ongoing realized value against measurable, strategic goals to ensure long-term success. • Build relationships with assigned customer contacts by continually delighting them with a positive, customer-centric attitude. • Understand customers’ internal systems and process to demonstrate how they can best leverage Omatic’s solutions to help them grow and support their mission. • Support customer learning and productivity by serving as a trusted advisor, sharing best practices, and providing up-to-date information on new feature / solution releases. • Represent the voice of customer by communicating customer requests for product and service enhancements to improve platform offerings. • Manage to customer health objectives by analyzing customer usage data and customer health information (e.g. NPS, CSAT) and devise strategies to drive increased adoption of Omatic solutions. • Drive customer retention rates by promoting the value of Omatic’s solutions across the entire customer lifecycle. • Reduce churn / concession rates by proactively identifying, escalating, and solving potential issues in a timely manner. • Develop and maintain a deep understanding of Omatic’s solutions to provide effective and knowledgeable customer management. • Regularly update product knowledge and stay abreast of new industry trends, technologies, and competitive offerings to ensure high quality and relevant conversations with customers about their evolving needs. • Develop and share best practices with Customer Success team members to continually improve the quality, effectiveness, and efficiency of our processes. • Assist cross functional teams on customer activities such as billing, escalations, reference requests and product implementations as needed. • Utilize internal systems to track customer activities and progress towards customer goals. • Partner with internal teams such as Accounting, Sales, Professional Services, Product and Marketing on initiatives to improve the customer’s experience.

Requirements

• A bachelor’s degree and 1-3 years of experience in a customer-centric role such as Customer Success, Customer Support, or Account Management. • A passion for working with people and organizations, backed by proven experience in relationship-building, account management, and delivering exceptional customer service. • Proven ability to collaborate cross-functionally to address and resolve customer issues. • Demonstrable experience in driving customer retention within an assigned book of business. • Excellent communication skills, both written and verbal. • Strong multitasking and project management abilities. • Experienced in interfacing with senior and executive-level customer contacts. • A genuine interest in learning about and discussing product features, benefits, and use cases, both internally and externally. • Skilled at articulating the customer's perspective to all internal Omatic teams. • Comfortable stepping into situations with incomplete information and prioritizing customer engagement and active listening. • Preferred but not required: Experience with a Customer Success Management tool such as ChurnZero & Salesforce • Preferred but not required: Familiarity with goal-setting frameworks, such as OKRs, and experience in tracking progress with KPIs. • Preferred but not required: Familiarity with the social good community, including nonprofits, arts and cultural organizations, foundations, corporations, education institutions, and healthcare institutions. • A high level of enthusiasm, positivity, and resilience, even in challenging situations.