Summary:
The Customer Success Manager (CSM) partners closely with Relationship Managers to ensure Enterprise Customers achieve a significant return on investment, enabling customers to realize and maximize the value of the Sales Solutions suite of products. The CSM serves as a key consultant to assigned accounts, supporting effective onboarding, complex implementation, and driving engagement of products and services to new and existing customers based on a service model. A core part of this role is empowering customers to activate evolving products by demonstrating their critical importance to help businesses thrive. Our main goal is to achieve customer outcomes by turning their business vision into reality through value articulation.
Responsibilities:
- Build and engage with key stakeholders (c-level executives, sales leaders, program managers, etc.) to drive change and successful digital success programs.
- Take a consultative and prescriptive approach to customers, acting as their trusted advisor and consistently showing the value and ROI our solutions can offer.
- Be a change management leader, helping clients adopt digital selling best practices through regular touch points.
- Be a product expert and bring relevancy to customers from different industries.
- Own end-to-end program implementation for customers with a service package.
- Partner with customers on value realization and lead all activities and conversations to run successful programs.
- Understand key objectives and create a plan to drive transformation.
- Define objectives of the program, integrating people, process, and technology.
- Plan and execute a success planning framework using change management practices to drive key milestones with different stakeholders in the organization.
- Track, review, and measure impact and value against objectives.
- Proactively identify risks and develop a churn strategy.
- Document all communication with users and accounts accurately and in a timely manner via systems and tools.
- Use client and other data to derive insights to drive greater client engagement.
- Maintain a deep understanding of products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
Requirements:
- 10 years working in a Customer Success, Account Management, and/or Management Consultancy role.
Required Skills:
- Stakeholder Management
- Account Management & Prioritization
- Change Management
- Data Analysis
- Sales Methodologies
Preferred Skills:
- Strong knowledge of the Customer Success Industry
- Ability to understand customer&rsquos business objectives and challenges, and define strategies to implement digital selling programs
- Experience presenting to large audiences e.g., Sales Kick-offs, Executive Forums
- Experience implementing change management best practices to drive product or process adoption
- Experience driving large scale global deployments
- Excellent organizational, project management, consulting, and time management skills
- Experience analyzing data, trends, and client information to identify product or service growth opportunities
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