CUSTOMER SUCCESS MANAGEMENT

Description

The right candidate will work with our customers ensuring adoption and usage as a customer success manager. You should be an excellent communicator that relishes daily customer interaction via conversations, strategy sessions, and training. Responsibilities include but not limited to managing the customer life cycle that includes onboarding, at risk management, continued education and engagement as well as renewal. You’ve got to be customer-focused, organized, and have the ability to multitask in our fast-paced environment.

What you’ll do:

  • Effectively and independently distill and deliver the SalesIntel’s value proposition, articulating SalesIntel’s products, integrations, and features over the phone to existing users.
  • Driving product adoption and building return on investment cases for customer retention.
    • Identify expansion opportunities for SalesIntel and executing on up-sell opportunities of product and services.
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Develop a trusted advisor relationship with user base to drive product adoption and ensure they are leveraging the solution to achieve full business value.
    • Manage the success criteria delivered by the decision maker on the kick-off call and subsequent executive business reviews thereafter
    • Work jointly with customers to devise programs, measurement criteria, reporting mechanisms, and managing the execution of such programs/processes.
    • Create presentations on lifecycle, milestones, and challenges identified for executive business reviews
    • Maintain a feedback loop for driving continual improvement.
    • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Responsible for onboarding and full customer lifecycle education ensuring customers are aware of and educated on new features and releases
    • Provision new accounts and users to use the SalesIntel platform
    • Execute launch plan to get all users trained and customized
  • Respond to customers questions, collect feedback and solve or escalate issues
  • Act as the liaison between customers and internal teams (Product, Customer Success, Sales and Marketing) to prioritize issues, feedback, and identify how we can constantly improve our product and customer experience
  • Driving product adoption and building return on investment cases for customer retention.
    • Identify expansion opportunities for SalesIntel and executing on up-sell opportunities of product and services
    • Department mapping and cultivating of relationships in order to identify new segments within the account.
    • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Own and drive KPIs
  • Nurture and create champions and evangelist for case studies, referrals, and testimonials

Location: Ballston/Arlington VA

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