Customer Success Manager

Position Overview :

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience as measured by NPS net revenue retention referrals and product usage indicators.

As the key contact point for the customer relationship on Diligent products. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding training and ongoing customer relationships to ensure long-term satisfaction.

Key Responsibilities

• Renew and grow a set of customer accounts by proactively anticipating needs recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
• Seamless project management through all phases of the customer relationship including managing the users of Brainloops applications; the Board Directors and Corporate Executives.
• Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs including identifying expansion of use of Brainloops products and services to then be passed to the Expansion Sales team.
• Provide an excellent customer experience for all accounts by anticipating and resolving customer issues and maintaining customer accounts / systems in a manner that exceeds customer expectations.
• Coordinate with technical personnel as needed to meet customer needs while managing customer expectations to prevent overload or missed deadlines.
• Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products
• Ability to successfully manage multiple clients and products in an organized and meticulous manner
• Ability to step in and assist with Director Customer Success responsibilities when needed to assist the team and to report up to the management
• Act as liaison between multiple internal teams (services sales operations marketing and sales)
• Assist in coaching mentoring and talent development of the broader Customer Success team.

Required Experience / Skills

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1