Work Schedule: 8:00 AM - 5:00 PM EST, Monday-FridayWork Set Up: RemoteType of Contract: Full TimeJob Summary: The Customer Success Manager (CSM) will be responsible for serving as the primary point of contact for customers, ensuring they achieve their desired outcomes and maximize the value of the products or services offered. The CSM will build long-term, trusted relationships with customers by understanding their needs, delivering tailored solutions, and driving adoption and satisfaction. This role combines account management, support, and strategic consulting to ensure customer success and retention.What does a day in the life of a Customer Success Manager look like?Assist new customers in effectively onboarding and provide training to their staff on how to use client tools and technologyEnsure that clients achieve their objectives by guiding them through the customer journey processProvide valuable insights to customers by pulling reports, analyzing data, and helping them understand the significance and impact of this data on their objectivesDevelop and nurture customers into advocates who are enthusiastic about our products.Conduct annual reviews and manage account renewalsBe a primary point of contact for clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewalAssist new customers in effectively onboarding and providing training to the customer on the platform and establish clear client retention goals with each customerPromote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using effective solutionsEnsure customers are supported to achieve the organization’s objectives throughout their customer journeyProvide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization’s goalsDevelop and nurture strong partnerships with customersUtilize CRM to keep track of key account data, opportunities, logging calls and relevant notesA large focus of this role will be to retain and grow their assigned book of businessAssist and resolve escalated support tickets and emails and always seek to improve customer experienceAdhere to company policies and proceduresMeet or exceed performance targets for related KPIsContinuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modulesCollaborate with other departments as neededMaintain a positive, empathetic, and professional attitude toward customers and colleagues at all timesPerform other duties as assignedWhat are the required qualifications of a Customer Success Manager?2 years experience in a customer success or account management roleExceptional ability to communicate and foster positive business relationshipsPrevious customer service experience and/or Previous Account Management Experience/ Sales experienceStrong communication skills, both verbal and writtenStrong attention to detail, critical thinking and problem-solving skillsCore Competencies:Customer FocusCritical ThinkingProblem-solvingInquiry Research/ResponsePatient and Empathetic AttitudeTeamworkResults DrivenDetail-orientedSeniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer Service and SalesIndustriesOutsourcing and Offshoring Consulting, IT Services and IT Consulting, and Business Consulting and Services #J-18808-Ljbffr