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Customer Success Manager
Entertainment & Media Industry Company
Plano, TX, United States
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Description
Do what’s next
Do you have a customer first mindset? Do you love solving challenging problems? Are you interested in helping us build and evolve our customer success organization to continuously improve the quality of our services and the overall success of our customers?
If this sounds like you, we are looking for Customer Success Manager (CSM) to help Company’s customers with enterprise agreements drive long-term success by executing an array of services to accelerate customer business goals and drive adoption.
This is an exciting opportunity to unequivocally influence our customers, and Company’s, success.
The Role
How can you contribute to our team and our organization?
Real Customer Success comes from the heart. The foundation of our culture is Customer First!
Acting as the single point of contact for Company teams and key customer sponsors within enterprise accounts, the CSM drives post-sales engagement, develops customer relationships, provides strategic advisory services and coordinates services and support to maximize the customer’s return on investment in their Company solutions. The CSM utilizes a combination of industry knowledge, business strategy expertise, product knowledge and account management experience to help Company’s customers innovate more quickly and gain a competitive advantage in the marketplace
If you have the best customer management and business consultancy skills around and you are passionate about engaging your customers and expanding their use cases AND you have impeccable relational skills to create win/win environments for all parties that you work with – Let’s talk!
Responsibilities
• Manage all post-sales activity for Company’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution of the customer success plan.
• Drive tangible business value for our customers by ensuring they clearly define a success plan with specific business outcomes, objectives, stakeholders, milestones, risks and success metrics required to achieve the desired outcomes.
• Develop and maintain a customer success plan for a select group of named accounts to establish measurable criteria for success, assist with organizational alignment, and ensure the successful and broad adoption of Company solutions.
• Serve as the voice of the customer and provide feedback to internal teams on how Company can better serve our customers.
• Assess risks, anticipate challenges, and provide escalation management when necessary.
• Maintain effective communication with customers, sales executives and other services and support team members.
• Accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest timeframe.
• Collaborate with internal experts to translate customer business/technical challenges into business solutions based on Company products & services, augmented with 3rd-party technology as required.
• Become a trusted advisor through identifying, creating, and promoting compelling insights related to area of expertise.
• Collaborate with consulting and support services teams from proposal through delivery, including identifying and ensuring delivery and adoption risks are identified and managed.
• Create and coordinate account documentation including reports, proposals, business assessments and recommendations.
• Develop and maintains close relationships with key management sponsors within a select group of named accounts (from key users to CXO).
• Travel up to 40%.
Minimum Qualifications
• 5+ years relevant industry experience
• A strong sense of ownership with a bias for action and willingness to roll-up your sleeves
• A proactive approach to connecting with customers to gain an understanding of their needs and ensure they understand and realize the full value of our products and services
• Ability to develop customer relationships and manage assigned accounts to result in continued revenue generation and high levels of customer satisfaction
• Ability to performs ongoing analysis of customer engagement and take the necessary measures to increase product usage and adoption
• Demonstrated desire for continuous learning and improvement
• Deep understanding of value drivers in recurring revenue business models
• Strong financial acumen including analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Bachelor’s degree or equivalent work experience and education.
Preferred Qualifications
• Service delivery experience with large enterprise or global customers
• Technical educational background or equivalent experience.
• Background of post-sale and sales experience
• Program management or services experience deploying technology solutions
• Proven ability to influence others and lead customer engagements
• Strong understanding of Software-as-a-Service customer management