Customer Success Manager

JOB SUMMARY

The Customer Success Manager (CSM) is responsible for engaging software and onboarding customers to achieve early success with our product. The CSM will leverage a tactical mix of existing tools/services, support, opportunistic approaches, select resources and informed judgement to achieve customer recognition of value, high levels of product adoption, and expansion of how customers use our product.

RESPONSIBILITIES

  • The primary responsibility of this role is enabling customers to achieve success by using TDS software and services. Customer success – and the CSM role – has a direct impact on customer satisfaction, retention and renewal. Achieving these goals requires that you:
    • Become a trusted advisor to customers from on-boarding through renewal
    • Develop and maintain relationships with main users and key stakeholders
    • Proactively check in with accounts to ensure usage and identify/address any obstacles
    • Inform customers of upcoming product enhancements and relevant new offerings
    • Collaborate cross-functionally with Sales, Product Management, Product Marketing, Customer Support, Training and Consulting to ensure a consistent, positive customer experience
    • Identify customers who are not actively engaged with our products and collaborate with internal teams to improve the customer’s experience.
    • Capture feedback and resolve issues in a timely and professional manner
    • Identify customer needs, pursue cross-sell/up-sell opportunities to expand TM usage and customer value
    • Coordinate and conduct quarterly business reviews with customers and appropriate colleagues (e.g. Sales, SMEs); maintain accurate records of account plans, discussions, decisions, action items, and manage follow-up activity to closure
    • Develop and share best practices with team members to enhance the quality, effectiveness and efficiency of our overall customer success methodology and materials

    QUALIFICATIONS REQUIRED

  • 3-5 years in a customer facing role(s) with a successful track record of reaching and exceeding goals in client engagement, retention and satisfaction
  • Experience selling, implementing or supporting SaaS products and/or digital transformation projects
  • Demonstrated ability to plan and conduct structured customer interactions, being able to recognize new information/concerns and adapt as needed to attain positive outcomes.
  • Ability to think and plan strategically beginning with the goal in mind: assessing options, navigating dependencies, addressing challenges, progressing toward intended outcomes.
  • Collaborative and supportive team player able to work under your own initiative
  • Flexibility to learn/adopt new technologies/processes, pursue continuous improvement
  • Strong written and verbal communication skills (English)
  • Strong critical thinking, analytical and problem-solving abilities
  • Well-organized with high attention to detail
  • Willingness and ability to travel up to 10%

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