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Customer Success Manager

Wayne, PA
Our client is hiring a Manager, Client Success that will help ensure that the company retains clients at an industry leading rate by measuring, analyzing, and increasing customer health and value indicators such as utilization/consumption rates (leading and KPI). The Manager, Client Success will execute on Value Realization Plans and ensure clients achieve their value expectations within the agreed upon timeline. This role will also Monitor client satisfaction and proactively take action to maintain high levels of satisfaction and identify and refer cross-sell and up-sell opportunities.

Summary of capabilities necessary to be successful in this position:
Customer Focus
Develops uniquely strong customer loyalty; low-to-no customer attrition; customer executive contacts will go to bat for him/her; generates repeat business more than peers; book of business has high customer satisfaction/NPS scores relative to peers; partnering with Success and Sales to position clients for success, deliver presentations, engage executives, and assist with escalations

Problem Solving
Determines root cause of internal and external problem; developing solutions; overseeing and helping achieve resolution; ensuring problems do not re-occur (learning from failure); leveraging the management technique of failure-based evidence and applying those lessons

Domain Expertise
Maintains deep industry, persona, and customer knowledge; knows customer workflows and how they integrate into company tools; solid knowledge of business and ability to proactively keep current on industry trends

Change Management
Possesses the ability to drive change with clients; create a coalition of both buyer and user personas; help create urgency in order to increase customer utilization of the solution, which creates value

Value Justification
Proactively and consistently demonstrates to the customer the value and benefits of partnering with the company, ensuring the relationship is viewed by the customer as indispensable and irreplaceable

Retaining Customers
Gains customer loyalty; drives utilization/consumption rates; possesses personal connections with accounts; asks for references and approval of case studies; identifies training opportunities and ensures customer is aware of new product features; prevents customer attrition; serves as a trusted advisor; generates repeat business; expand the breadth and depth of existing pipeline opportunities; learn about our customers’ definition of value, challenges, persona roles, and business partners; earning customer loyalty by delivering on our promises with empathy, compassion, strategic advisement, best practices guidance, rapid response, high quality communication and accountability

Managing Processes
Adopts company policies; utilizes CRM system; adheres to opportunity management process; understands customer success and sales methodologies; defines and manages handoffs with other departments and clients; measures process output; provides specific governance and guidance around process adherence; Collaborate and align very effectively with leadership in Customer Success, Sales, Consulting, Marketing, Biz Ops and Product / Engineering to ensure cross-functional integration of processes and services; best practices and innovation in demonstrating measurable value, onboarding, and operationalizing the customer lifecycle

Organization / Planning
Budgets time and money and effectively manages budget; manages meeting commitments; handles prioritization conflicts

Organizational Agility
Motivates supporters and overcomes opposition of detractors within customer organizations; maintains high good will from all parties after resolution of conflicts

Additional Qualifications
  • 5+ Years’ experience in Customer Success, Account Management, and/or Sales, preferably in a SaaS company
  • Demonstrated ability to drive customer adoption
  • Demonstrated ability to lead cross-functional initiatives
  • Bachelor’s Degree or equivalent work experience required
  • Strong written and verbal communication skills
  • Collaborative problem solver who takes ownership of issues and drives to resolution
  • Knowledge of Logistics/Supply Chain function preferred
  • Ability to analyze data and convey actionable insights to executives
  • Willing and able to travel up to 30%

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