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Customer Success Manger

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It is the Customer Success Manger’s responsibility to drive customer adoption and success within a defined set of customers and clients. This individual should be comfortable with both consulting and negotiating with executive level decision makers, backed by a strong understanding of their business objectives within a variety of industries and organization sizes.

Key to this role is being able to articulate value, inspire and sell the future of the product technology. As a trusted advisor and coach, the customer success manager determines how products can be effectively applied to support achievement of a company's strategic business goals. S/he should possess strong application functional expertise, expertise in business application deployment cycles (SaaS), as well as strong account management expertise.

S/he will also work closely with the account management and partner teams to help drive usage success that meets the customer’s objectives. This success is achieved through the coaching of the customer team. S/he will build and maintain strong relationships with multiple contacts within the assigned customers including executive roles. Assigned customers will be selected through the top 10 account list process overseen by the lead or by special request by the account managers for strategic business reasons. S/he will be required to maintain strong working relationships with other customer facing personnel in the Sales, Services, Marketing, Partner and Product Management teams.
As Consumption Program Manager, the role is expected to support the execution of different initiatives focused on impacting scorecard consumption metric as part of consumption operations for the Canadian sub. Based on the strategic direction from the Consumption PMM and v-team, the program manager develops the plan and manages its execution whether internal or external (with customers).

Key Responsibilities:
• Advise and mentor select accounts across Canada about how to develop strategies for using product technology that deliver business value and drive adoption of the platforms among their staff and stakeholders
• Establish adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
• Support the Sr. PMM in operationalizing and executing end-user adoption customer programs and initiatives that drive usage and reinforce adoption best practices, such as training and launch events. This may include preparing marketing materials and communicating the details to the field team to secure customer participation.
• Coordinate network posts and Canadian community growth with other stakeholders, such as the Worldwide Customer Success Managers and Product Marketing Managers.
• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to adoption.
• Provide regular reporting on the status of engaged client accounts and how they are progressing towards usage thresholds via monthly reports to Sr PMM and Segment lead.
• Provide account specific updates to the Corporate Accounts biweekly consumption cadence call and to the Account team members via ad hoc sync calls.
• Sit in on the Consumption leads biweekly team call and provide updates on customer usage related resource changes and usage trends, as well as and marketing program initiatives.

Key Qualifications:
• Customer facing role, needs to be persuasive and able to drive buy in and excitement within customer accounts for driving product technology adoption
• Preference for candidate with change management background and expertise
• 5 plus years of experience in internal communications, change management, consulting or training
• Experience with project implementation (preferably technology)
• Proven experience in managing large, complex project implementations
• Excellent presentation, written, and oral communication skills
• Superior relationship development skills – with clients and colleagues
• BA/BS degree

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