Customer Success Manager
Posted
- Handling overall responsibility for managing the defined customer engagements over their lifecycle.
- Establishing a trusted adviser and consultative approach to engagements that works to ensure customer's overall satisfaction and adoption with products.
- Acting as a liaison between product management and the customer, with a focus on communicating roadmap items and how it will influence customer business priorities.
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Prioritizing and driving resolution on escalated customer issues.
- Monitoring and facilitating the customer's adoption of our solution features and functionality, while providing an understanding of their overall business needs as they relate to the products.
- Work with customer stakeholders, including Executives and internal teams to identify/resolve all issues that could impact satisfaction.
- Ensure the client takes advantage of best practices.