Role:
As a Customer Success Manager, you will be developing strong relationships with enterprise employer customers, working with operational staff, activation team, key business executives, and driving the adoption of our products. This role is responsible to ensure customer satisfaction through exemplary service, being a product expert, and delivering value to the customer. This role will retain employer / customers and identify and close new growth opportunities with them.
Job Description
- Account management from kickoff, activation, launch, account planning, and through the customers' life cycle
- Manage a book of business with a portfolio of employer customers
- The main point of contact for all employer customer account management matters
- Be the product expert and provide product usage training/guidance
- Develop trusted advisor relationships with customer stakeholders and executives
- Deliver Quarterly Account Reviews to customers
- Collaborate with internal teams including activation, Support, finance, and Product to ensure the highest customer satisfaction
- Retain customers through proactive risk identification and mitigation
- Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/locations/regions) with existing customers
- Be the orchestrator during customer escalations ensuring a speedy resolution
- Deliver and exceed on performance metrics (KPIs) defined for this role
- Facilitate customer feedback and work with the product team to enhance/innovate product
- Analyze data through reports and trends, leverage it to drive actions with customers
- Deliver and articulate value to customers through QBR and other methods
Skills
Job Details
Work Environment
Supervisor’s gender:
Percentage of female coworkers:
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