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Customer Success Manager

Company: Certain
Location: Chapel Hill
Posted on: November 2, 2019

Job Description:

About the Role:As a Customer Success Manager (CSM), you will be our customers"--- advocate, ultimately responsible for engaging with customers post-sale, driving user adoption and satisfaction, as well as ensuring high retention and growth, because they love Certain and want more. You will become their trusted advisor as you confidently guide them (hands-on) with product best practices helping them to maximize their investment in Certain. You will work with new and existing accounts to ensure they are successful with the Certain Event Automation suite of products as we help customers achieve their event/marketing goals. You will work collaboratively with Sales, Product Management, Engineering, Customer Success and Support to help make the customer experience outstanding. If you love working with customers, always strive to improve your CS acumen, have a positive attitude, and have thrived in a similar role in the past, then we want to talk to you.Please apply to for full consideration. Principal Duties and Responsibilities:Work with the customer to understand their criteria for success and develop and deliver customer success plans, identifying actionable goals and results for all accounts under your management; track and follow-up on net promoter score (NPS) to ensure customer satisfactionEstablish regular customer communication cadence with all levels within your accounts, leveraging steering committee meetings, health checks, and executive business reviews (EBRs), ensuring Certain has strong connections into accounts, customer champions are established and nurtured, and new products, opportunities, and releases are appropriately introducedAct as the Voice of the Customer and provide customer feedback to internal team members based on use-cases and requirements. Collaborate with Sales on renewals and to identify opportunities to expand Certain"---s footprint within your account base Identify high-risk customers and implement risk mitigation plans, engaging company resources as needed Act as escalation point for customer escalations to ensure effective and rapid communication and problem resolution.Work with the professional services team to ensure a successful implementation phase with our platform product. For our mobile app product, provide project management, implementation services, and customer support to ensure the timely delivery of our solutions according to customer needs and objectives Use established Key Performance Indicators (KPIs) to guide your activitiesSkills, Knowledge, and Competencies:Understanding of the Customer Success function in a SaaS business model and experience working with mid to large global enterprise accounts. Activities include adoption, advocacy, retention, etc. to drive SaaS renewals, upsells, and reference ability. Strong collaboration skills and the ability to provide accurate and timely customer and internal follow-up Empathetic customer advocate, Voice of the Customer, with innovative ideas to inspire customer loyalty and adoption including NPS for satisfaction Project management and customer education/support experience for small projects to meet customer objectives, contract terms, and customer adoptionSelf-motivated team player with a positive attitude and ability to constructively work with stress when it surfaces showing diplomacy, poise and professionalism when working through customer issuesStrong oral, written, presentation, and demonstration skillsStrong leadership skills and experience interacting with a broad range of customers, partners, executives and colleagues at all levels, including C-SuiteHighly organized with meticulous attention to detailDemonstrated desire for continuous learning and improvement; hands-on technical aptitude with the ability to quickly learn new technology, maintaining high-level product knowledge of Certain"---s products and product direction in supporting the customerExperience coordinating responses to customers RFP/RFI requestsDemonstrated experience creating compelling data-backed business cases to introduce new processes to Customer Success and CertainExperience with Google product suite, Slack, Microsoft Office, Salesforce, Gainsight, Zendesk, mobile apps, online meeting apps (such GoToMeeting, WebEx, Join.Me, MSTeams, Skype for Business)Ability to travel 10-20%Education:--- Bachelor's degree or higher in Business Administration, Marketing, Technology orother relevant focus.

Keywords: Certain, Chapel Hill , Customer Success Manager, Executive , Chapel Hill, North Carolina

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