Customer Success Manager

The Customer Success Manager resolves client issues, researches problems, and makes recommendations for potential product enhancements or modifications. Maintains and increases sales by cultivating client relationships and meeting their operational needs. Being a Customer Success Manager may assist in the preparation of sales forecasts, quotes or negotiations. Explores various marketing channels to improve sales performance. In addition, Customer Success Manager requires a high school diploma or its equivalent. Typically reports to a manager. Being a Customer Success Manager works on projects/matters of limited complexity in a support role. Work is closely managed. Working as a Customer Success Manager typically requires 0-2 years of related experience.

Customer Success Manager Job Description Template

Our company is looking for a Customer Success Manager to join our team.

Responsibilities:

  • Presenting data insights and potential solutions to teams within the Customer Success org;
  • Manage relationships with Lucid Marketplace’s clients to drive high-impact business strategies enabled by Lucid Marketplace’s products;
  • Sound knowledge in data software applications and implementing sales strategies to perform assigned tasks effectively;
  • Monitor customer health and respond to any alerts, red flags from a customer reaching out for some issue;
  • Continuously develop an extensive set of relationships at C-level, VP, and Director-levels across companies and across industry categories;
  • Build strong customer relationships with practitioners as well as executive sponsors, acting as a trusted advisor for focus accounts;
  • Ensure the correct products and services are delivered to customers in a timely manner;
  • Expand the relationships with existing customers by continuously proposing solutions that meet their objectives;
  • Develop strong relationships with Qubole field leaders and account owners, partnering to ensure mutual account plans are developed and executed;
  • Able to leverage the knowledge of company offerings and the customer’s business and their skills in structured and creative problem-solving;
  • Evaluate and improve tutorials and other communication infrastructure;
  • Able to provide insights on client-to-business interactions and improve customer experience through product support;
  • Analyze trends in client issues on a regular basis to proactively recommend training sessions in specific areas;
  • Manage onboarding and client communication;
  • Resolve any issues and problems faced by customers and deal with complaints to maintain trust.

Requirements:

  • Ability to work in a fast paced, dynamic and unstructured environment;
  • 3-5 years of customer-facing experience with proven ability to manage multiple complex projects under tight deadlines;
  • BA/BS degree, Business/Economics/Statistics preferred;
  • You will equip yourself and maintain up to date working knowledge of the technologies supported by SoftwareONE Cloud Support;
  • Highly analytical and data-driven, comfortable with difficult data/statistical concepts;
  • General athlete, jack-of-all-trades, and strong business acumen;
  • Experience in document creation;
  • 5 to 7 years experience in customer-facing roles, ideally in an Analytics or Consulting role or with a SaaS, Cloud or Big Data company;
  • Excellent oral, written and interpersonal communication skills;
  • Collaborate with customers and be able to see situations from multiple perspectives;
  • Strong account management and project management fundamentals;
  • High computer literacy and ability to learn new software;
  • Previous experience in hospitality, education or previous customer success role;
  • Graduate/Postgraduate (MBA/PGDM/BS/BA);
  • Demonstrated leadership qualities.