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Enterprise Customer Success Manager
Ability Network
Minneapolis, MN, United States
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Overview
The Enterprise Customer Success Manager (ECSM) will manage and maintain the relationship with named client accounts to ensure a high level of satisfaction, positioning the relationship for new opportunities and further growth. The ECSM will manage the lifecycle of the assigned accounts, serving as a primary contact from the start of the customer relationship through post-sales support and renewal.
Responsibilities
Form and maintain business relationships with mid- to senior-level contacts to understand their business objectives and goals in order to support and increase adoption and utilization of ABILITY products
Manage customer retention efforts and contract renewals
Drive continued value of our products and services
Responsible for service management through proactive communication, technical project management, service reviews, incident management, escalation management and strategic consultation
Troubleshoot issues when appropriate, escalate as needed, and follow up promptly to ensure customer satisfaction
Solicit and share customer feedback with internal departments to assist with product development
Work to identify and/or develop upsell opportunities and assist with closure as needed
Facilitate the resolution of customer needs/issues cross-departmentally as required
Help the customer optimize and utilize their existing products, demonstrating features beyond core functionality
Build strong relationships with internal teams to ensure fast resolution and collaborative processes
Other duties as requested and/or determined
Qualifications
Bachelor's degree or equivalent combination of education and experience in a directly related field
5+ years’ experience in account management/customer success, preferably at enterprise or mid-market SaaS organizations
Knowledge of Microsoft Office suite (MS Word, MS Excel, MS Outlook)
Experience with Salesforce or other CRM platforms preferred.
History of increasing customer satisfaction, adoption, and retention
Proven ability to drive continuous value of product(s)
Familiarity working with customers of all sizes
Excellent customer service and telephone skills
Impeccable written and verbal communication skills
Detail oriented and analytical
Strong team player but still a self-starter
Consultative approach with proven relationship building experience
Thrives in a multi-tasking environment and can adjust priorities on-the-fly
Good time management skills, self-motivated and organized
Good analytical, problem solving and conflict resolution skills
Travel: 10%