Senior Customer Success Manager
Há 4 dias
.Get AI-powered advice on this job and more exclusive features.We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions.
We've innovated and taken a new approach to delivering ERP that works for people.
Self-driving, adaptive and intuitive software that is changing the way people work.
Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.Job DescriptionAbout UsWe are committed to empowering our clients to reach their business goals with our comprehensive Success4U program.
As we expand our commitment to our clients, we are seeking a Senior Customer Success Manager to join our team and lead clients through their journey to success.Role OverviewAs a Senior Customer Success Manager, you will play a critical role in driving customer satisfaction and success by ensuring that clients fully leverage our products and services.
Your mission will be to guide clients through a tailored success plan, built collaboratively to meet their unique business needs and objectives.
You will be their trusted advisor, helping them navigate their Success Catalogue options, utilize their Success Points effectively, and access our specialized educational resources.
This position requires a deep understanding of customer success strategies, outstanding project management skills, and a customer-first mindset.Key ResponsibilitiesSuccess Planning: Develop and implement a customized success plan for each client, with clear goals, timelines, KPIs, and action items.
Regularly check in with clients to monitor progress, address challenges, and adjust strategies as needed.Customer Engagement: Act as the primary point of contact for clients, fostering long-term relationships and continuously enhancing their experience.
Collaborate with clients to maximize the value of their Success Points and provide guidance on available resources and services.Education and Enablement: Support client teams by coordinating access to premium education content for administrators and end-users.
Conduct onboarding sessions to introduce clients to available educational resources, ensuring they are well-equipped to make the most of our products.Voice of the Customer: Be the voice of the customer and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience; turn insights into action.Identify and Drive New Sales Opportunities: Identify and drive new sales opportunities (up/cross-sell through CSM qualified leads) in cooperation with your colleagues in sales.QualificationsExcellent communication skills, fluent in English (verbal and written), with an ability to convey complex information clearly to clients.Proven experience as a Senior Customer Success or Account Manager, or related role within a SaaS company
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