Customer Success Manager
hace 6 días
**Customer Success Manager**
The Customer Success Manager is responsible for promoting and attaining best-in-class retention, growth, and advocacy among an assigned book of business.
The Sr. CSM empowers customers to run engaging and successful events on our platform through best practice sharing, strategic advice, consultation, and achievement of executive goals and priorities. The CSM keeps the customer on track through recurring syncs, Business Reviews, and Pre/Post Event meetings. In addition, the CSM is an expert in both our platform and the events industry allowing them to engage and influence leaders and executives at any level.
**We seek someone with**:
- Proven track record of successfully developing and managing customer relationships, including Director-level and above relationships within client organizations
- +2 years in a CSM role
- Passion for customers and problem solving
- A people person that understands technology, with strong business acumen
- Clear communicator, both written and verbal
- Strong presentation skills (web, phone, and onsite), leverage data to build
EBRs and present it to the customer and/or internal stakeholders
- High technical aptitude
- Analytical mind and ability to interpret customer data and trends and provide tangible insights
- Proven track record of exceeding expectations in a CSM role
- Strong project management skills and demonstrated ability to manage multiple work streams simultaneously
- Event industry experience preferred but not required
**What will you do?**
Your primary responsibility is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the customer lifecycle to ensure the customer receives maximum value to execute successful events with our solutions. You will work with our customers to build relationships, learn about their businesses, and drive value based on our customers' defined event goals and objectives.
**Daily activities and responsibilities**:
- BE AN OWNER: Manage a portfolio of strategic/enterprise customers and execute on key objectives across the entire portfolio.
- WEAR THE CUSTOMER SHOES: Develop strategic relationships with the customers to deliver maximum value for the customer and us. Ensure customers take full advantage of all features and services resulting in strong customer health and successful events.
- RUTHLESSLY PRIORITIZE: Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer's organization
- WRITE IT DOWN: Develop success plans and business reviews for customers that outline critical success factors, metrics for success, potential issues, and recommendations
- BETTER TOGETHER: Partner with members of our Executive Leadership Team to build and maintain executive-level relationships with the customers you support
- Closely monitor customer performance (deliverability, volume, cost) and proactively manage with the customer as needed
- EMPOWER OTHERS: Work with the rest of the Customer Success team to implement customer-focused initiatives designed to expand our revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value
Tipo de puesto: Tiempo completo
Salario: $30,000.00 - $40,000.00 al mes
Horario:
- Horario flexible
- Lunes a viernes
- Turno de 8 horas
Prestaciones:
- Aumentos salariales
- Programa de referidos
- Seguro de gastos médicos mayores
Idioma:
- Inglés (Obligatorio)
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