Job Summary
Customer Success Manager plays a strategic and supportive partner’s role for customers at every stage of the customer life-cycle. The role is pivoted on building loyalty to ensure long-term client retention by presenting best practices, addressing customer issues, implementing software-as-a-service applications and helping the sales team with upsells and renewals.
We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase our customer satisfaction and minimize churn rates. Ability to build trust and transparency with clients is a key attribute for this position.
Key Responsibilities
- Act as the company’s primary point-of-contact for customers post-sales (new and existing)
- Drive customer adoption, usage, and ROI through regular client communication.
- Ensuring customer requirements are translated into configuration requirements in a proper fashion, and coordinating between the customer, project manager and implementation solution consultants.
- Working with project managers and implementation solution consultants to deploy 360factors’ software applications and address customer’s business requirements and pain points.
- Work with customers to address concerns as well as provide best practices based on industry recommendations and ensure customers successfully deploy 360factors’s solutions to receive maximum value and benefits.
- Analyze customer data to improve the customer experience while consistently monitoring customer health score metrics and optimize servicing of customers based on metrics.
- Promote the value of the product and identify and upsell services and products as appropriate
- Promote value through customer experience and ensure customer requirements are communicated back to product management and development.
- Review customer complaints and concerns and seek to improve the customer experience with responsive communication and proactive updates and resolutions.
Experience Requirement
- 3-5 years of relevant experience in a customer success or relationship management position in a SaaS based company
- Exceptional ability to communicate and foster positive business relationships at the Director, SVP, EVP and CxO level, as well as end-user business and technical users.
- Technical software skills, complemented by the ability to foresee customer demands, resource allocation challenges and counter-productive hurdles
- Ability to establish milestones and manage performance as per set KPIs
- Deep understanding of customers concerns and thoughts regarding the use of software products, and the ability to troubleshoot as needed
Desired Skill Set
- Ability to take a consultative approach to understanding clients needs and thrive on helping the client achieve their strategic goals
- Solid experience with CRM software (e.g. Salesforce), project management and task management software, SaaS-based B2B products and Microsoft Office
- Good communications in business professional environment, both verbal and written
- Outstanding presentation skills, especially online/remote meetings. Ability to seize the moment to influence customer in need with precise advice and guidance to reduce customer effort.
- Experience in banking and/or financial services
- Experience in risk management or managing regulatory compliance
Required Behavioral Traits & Education
- Team player with the ability to build trust with the client base.
- Proven ability to juggle multiple customer projects at a time, while maintaining sharp attention to detail
- Detailed-oriented, with a focus on tracking and managing tasks and follow up activities.
- Excellent listening, negotiation, and presentation abilities
- Accountability and personal organization are essential, with a take-charge attitude
- Strong verbal and written communication skills
- Task-oriented and ability to manage tasks across multiple projects simultaneously, and to drive follow up across multi-functional teams.
- BA/BS degree in Business Administration, Sales, or Technically relevant field
Send us your resume at [email protected] mentioning the position in subject line.