Customer Success Manager

Job Description:

• Influence customer lifetime value through higher product adoption, customer satisfaction and overall CSAT scores
• Being the trusted partner for the customer on the use-case and product functionality
• Quarterbacking experiences by various cross-functional teams at Acqueon, on behalf of the customer
• Drive new business growth through greater advocacy and reference-ability
• Increase renewal rates and reduce churn
• Define operational metrics for team
• Establish a system for tracking metrics
• Create cadence for review within the team
• Expose a subset of metrics to the executive & leadership team

Primary Skills:

• 5+ years’ experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus-building
• The ideal candidate will have a background in post-sales customer service and experience
• Strong empathy for customers
• Experience in working with complex, multi-divisional, multi-geographical customers
• Strong leadership skills – Enthusiastic, Creative and ability to inspire others
• Impressive executive presence and communication and presentation skills
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Passion for technology and for being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Services)
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Relevant Bachelor’s degree; preference for computer science or related degrees

Secondary Skills:

• Maintains customer satisfaction by providing problem-solving resources.
• Resolve customers’ questions and problems.
• Prepares and completes actions plans.
• Completes health check audits.
• Identifies customer service trends and determines system improvements.
• Determines customer service requirements by maintaining contact with customers and identifying operational environments.
• Conducts surveys and forms focus groups.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Managing processes & Process improvement
• Strong decision-making skills.