Overview
The Senior Customer Success Manager helps new and existing customers derive the most value from the company's products and services. The position will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. The Customer Success Manager 3 serves as a primary point of contact representing the customer.
Responsibilities
1. Drive retention, growth and ROI among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions
2. Develop ROI models to be communicated throughout the customer life cycle
3. Act as the customer advocate by identifying and sharing best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members
4. Effectively partner with resources across departments as needed to support customers’ needs
5. Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships
6. Identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan
7. Drive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure resolution
8. Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
9. May provide guidance to other team members
10. Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships
Basic Qualifications
11. Bachelor's degree or equivalent experience
12. Fluency in English and German
13. Experience in customer advocacy role
14. Experience managing or participating in projects
15. Experience selling or delivery of IT Products/Services
16. Microsoft Windows and Office proficient
17. Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
18. Strong organizational, multi-tasking, and time management skills
19. Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
20. Self-motivated with the ability to manage projects to completion with minimal oversight
21. Able to thrive in a fast paced, deadline driven environment
22. Demonstrated ability to influence, motivate, and mobile team members and business partners
23. Strong ability to establish rapport and gain the trust of others; effective at gaining consensus
24. Strong ability to handle sensitive information with discretion and tact
25. Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions
26. Ability to coach, mentor and provide feedback to team members in a timely manner
27. Strong knowledge of Microsoft Operating systems and products
28. Strong business and technology acumen
29. Strong company software technology knowledge