TechnoMile · 1 day ago

Customer Success Manager

USA

Full-time

Remote

Mid Level

3+ years exp

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Cloud ComputingCRM

Growth Opportunities

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Responsibilities

Manage customer relationships with a portfolio of assigned accounts and/or projects

Meet customer retention goals and ensure consistently high retention rates for assigned accounts.

Serve as project manager for major and complex deployments of product upgrades for existing customers products or upsells of new products to existing customers

Build and maintain strong, trusted working relationships with key decision makers and power users from onboarding to end of client lifecycle.

Assist and provide expert deployment of products and product upgrades, and program-manage customer issues and concerns.

Act as POC for technical inquiries, issues or escalations from assigned customers and work with support agents and product teams to bring cases to conclusion

Gain a thorough understanding of assigned client’s needs, campaign objectives, and processes to ensure that they successfully adopt and deploy TechnoMile.

Ensure that customers derive maximum value from TechnoMile and collaborate with the sales team to help upsell additional services, integrations, and features.

Identify risks early and often to client success and aggressively/proactively engage the client whenever there’s an identified retention issue.

Develop and execute retention plans and/or growth plans for customers.

Maintain current functional and technical knowledge of our products and future releases.

Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Account ManagementCustomer SuccessCustomer RetentionCustomer GrowthImplementation ServicesB2BSaaSBusiness ApplicationsData IntegrationsProject ManagementTechnical Inquiries

Required

3+ years’ experience in Account Management, Customer Success, Professional Services or Implementation Services roles in Data, B2B, and/or SaaS industries

Bachelor’s Degree in Business or related field

Customer Centric individual that has a verifiable track record of customer retention and growth through passionate customer service. Clear understanding of the customer journey, focusing on building loyalty, capturing value, and fully enabling customers by identifying gaps or opportunities for growth.

Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value

Energetic and self-motivated; a team player who is also a proactive and creative problem solver

Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms.

Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption

Ability to manage multiple priorities while maintaining strict attention to details, prompt responsiveness, and able to prioritize time and calendar.

Self-starter who is proactive and is able to own the ongoing success of both large and small clients

Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations

Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services)