Customer Success Manager
December 9
Description
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them. • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals. • Facilitate interaction and workflow between various department team members and other stakeholders including third-party service providers, to ensure deliverables are on time. • Collaborate, problem-solve, and/or strategize upcoming client meetings with team members. • Prepare necessary documentation or visuals for clients to demonstrate actionable insights and savings SensorFlow generates. • Analyze trends, client feedback, and NPS scores to identify areas of improvement. • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, upsells, and high levels of customer satisfaction. • Maintain and develop customer success strategies and best practices, as well as customer support content in collaboration with various departments. • Communicate effectively with both internal and external stakeholders across various seniority levels to understand customer needs, maximize retention and growth, and communicate learnings.
Requirements
• Communications or Marketing Degree or Bachelor degree with previous experience. • 3-5 years of experience in communications, marketing, sales, account management, or customer success. • Should be Data Driven and able to analze raw data. • Highly organized and able to multi-task. • Self-driven and proactive nature. • Problem Solver. • Demonstrate leadership qualities. • High computer literacy and ability to learn new software. • Knowledge of customer success processes. • Experience in document creation. • Patient and active listener. • Passion for service. • Strong verbal and written communication, strategic planning, and project management skills. • Analytical and process-oriented mindset. • Comfortable working across multiple departments in a deadline-driven environment. • Active team player, self-starter, and multitasker who can quickly adjust priorities.
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