Manager – Customer Success

Job Details - Manager - Customer Success

  • MBA degree preferred
  • Strong verbal and written communication skills and technical aptitude
  • Excellent organizational, project management, and time management skills
  • Experience analysing data, trends and client information to identify product or service growth opportunities
  • Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
  • Serve as the primary post-sales point of contact. Assume overall customer adoption and escalation management.
  • Support our renewals team via pro-active customer outreach leading up to renewal to identify risk and opportunity.
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value.
  • Track customer activity to identify churn risk and work proactively via targeted outreach campaigns and training to eliminate that risk, while simultaneously identifying upsell opportunities when applicable.
  • Maintain a deep understanding of our products and industry knowledge to be able to speak with customers about the most relevant features/functionality for their specific business needs.
  • Serve as the voice of the customer and provide internal feedback on how Securens can better serve its client base.
  • Work with customers to reduce and/or expedite technical, billing or purchase related escalations and help facilitate proper ownership and resolutions.
  • Document all communication with users and accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management.
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