This job has closed.

ESO · 1 day ago

Customer Success Manager- Fire/EMS

Kansas City, MO

Full-time

Hybrid

Mid, Senior Level

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. This Customer Success Manager will connect customers across their journey with ESO, driving product adoption, retention, and satisfaction while advocating for Fire and EMS customers.

CommunitiesEnterprise SoftwareHealth CarePublic SafetySoftware

Responsibilities

Engage as a point of contact for customers experiencing post-deployment integration challenges

Serve as primary point of contact for customers identified as requiring a Customer Success Manager

Drive product adoption, renewal, and customer satisfaction by bringing value to our customers every day

Ensure customer has adopted ESO Suite into their workflow, product usage is in line with their business objectives, and they are working towards their goals

Leverage data to determine when adoption and usage is insufficient and drive improvement through ongoing and frequent engagement with end-users, admins, and executives

Assist customers when express intention to renew and/or grow and has agreed to serve as an advocate for ESO

Own retention and renewal activities for a portfolio of customers that include proactive outreach 60-days prior to the renewal date and internal interactions associated pricing uplift/adjustments associated with the license renewal

Partner with Sales and Finance to review the list of downsells/clawbacks/cancellations/terminations and conduct outreach to save/recover at-risk customers

Identify product expansion opportunities in partnership with the Sales team

Monitor specific trigger events to determine which "success plays" (i.e., the process and steps Success should take) to govern appropriate interactions

Ensure key stakeholders are effectively using the analytical capabilities derived from ESO's data repositories and published health and safety indices

Serve as a partner and advocate in the industry to build and maintain customer relationships and satisfaction with the ESO product and experience

Ensure all client needs are met, solving issues at the lowest level and knowing when to escalate

Qualification

Customer onboardingSoftware adoptionProject managementData analysisStrategic planningCustomer advocacyProcess improvementMetrics managementAdaptability