Heartland Business Systems, Inc. · 2 hours ago
Customer Success Program Manager
Springfield,MO,US
Full-time
Onsite
Senior Level
6+ years expHeartland Business Systems, Inc. is seeking a Customer Success Program Manager to assist customers in achieving their desired business outcomes through effective adoption and retention of their Cisco offerings. The role involves building customer relationships, coordinating with internal teams, and driving product adoption while identifying new sales opportunities and reducing churn.
Information Technology & Services
Responsibilities
Accelerates time to business value
Clearly articulate success, milestones, and value across products and map these to customer’s business/technology objectives
Accelerate time to value and drive adoption of deployed products
Coordinate efforts across internal teams to support customer outcomes (Engineering, Project Management, Customer Success and Managed Services)
Ensure that products are delivering promised value to customers
Deliver consistency in customer service motions across internal teams
Coordinate, orchestrate, and set cadence for internal teams to improve customer outcomes
Grow relevance of Company offers and solutions
Increase value from existing products by understanding customer goals and defining additional use cases; expand existing solutions across customer’s business
Elevate the company’s role in the account
Shape customer thinking on the technological roadmap for the future
Bring company expertise and best practices as strategic thought partner
Build a customer journey by executing a Success Plan that drives outcomes, and positioning of solutions throughout all stages of the Lifecycle (aka Racetrack) inclusive of all company offers, leading to appropriate expand opportunities and renewal cycles
Maximize ARR for the company (Minimize churn)
Establish a baseline for the Customer
What product/solutions has the customer purchased and how are they doing?
Establish baselines of customer current state (products, useage, health scores)
Establish Account map of solutions mapped to internal stakeholders
Understand customer history, operational structure and culture
Establish Business alignment
Deeply understands the customer business goals, environment, pain points and operational maturity
Verify business outcomes with the customer profile, culture, vision and strategy
Establish a common understanding with the customer for the proof of value, business metrics, and adoption of solutions. (Examples- reduce time to market, reduce cost, reducing risk, grow top line, acquire new customers etc)
Identify and agree prioritize use cases to secure quick wins and accelerate initial onboarding, implementation, optimization and/or adoption
Determine critical success factors to connect to business outcomes, for example:
Operational efficiencies
Productivity improvement
Risk mitigation
Business differentiation
Execute on Adoption Strategy
Project Plan (timelines, tasks, dependencies, metrics, etc.)
RACI Chart (Executive sponsors, key stakeholders, etc.)
Execute on Success Plan
Change Management
Organizational Structures
Governance models (customer interactions based on stakeholder and accountable parties, organization structure knowledge, conflict management processes, etc.)
Training
Communication Plan
Monitor Impact and Consumption Measures
Establish baselines of customer current state and targeted end state (products, usage, health scores)
Associate customer business outcomes to data-driven key performance indicators (KPI’S)
Report (internally and to the customer) Impact and Consumption Relative to Desired Business Outcomes
Review and analyze relevant data
Present and report the impact of the offerings currently in place
Observe, consult, adjust and optimize approach to improve adoption
Facilitate Retention, i.e., Renewals
Perform actions to drive value recognition for example, report on business outcomes and define corrective adoptive actions
Identify New Sales Opportunities
Facilitate exploratory discussion in discovery of expansion opportunities
Promote loyalty (testimonials and referrals)
Proactively qualify, communicate and transition the identified opportunities into appropriate function
Drive the successful introduction of the new solutions based on the customer expected outcomes
Support Development and Closing of New Sales Opportunities
Establish formal review process with key stakeholders (e.g. Customer Business Review)
Facilitate the onboarding, implementation, utilization, optimization, and adoption of customer-purchased and installed solutions
Identify, track, and report key success factors in support of strategic adoption plan
Execute Success Plan
Project Plan (timelines, tasks, dependencies, metrics, etc.)
RACI Chart (Executive sponsors, key stakeholders, etc.)
Maintain relationships with key stakeholders
Maintain product knowledge and target use cases
Responsible for being a customer advocate
Establish ongoing collaborative working relationship with internal sales and business development, delivery, LOB, development organization or other functional areas teams to promote seamless support to customer
Execute a plan to drive successful customer adoption and utilization of services and solutions
Report metrics of customer’s process improvement
Identify customers’ services adoption enablers and barriers
Facilitate ongoing customer meetings to monitor and track progress of customer business metrics outcomes
Measure and report the impact of the installed solutions and identify potential improvements based on additional technologies
Report metrics-based support for the Adoptions, Retention, and Expansion of service sales functions
Identify new sales opportunities
Qualification
Required
6+ years of technical, business and/or sales experience
Previous experience with Cisco software and agreements
Bachelor's degree or equivalent certification
3+ years customer facing experience in technology, business acumen, business consulting, Service Management, and customer support, professional services, sales, and marketing
Proficiency using a computer and working with Microsoft office suite; Outlook, Word, excel
Exposure to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), analytics, and metric-based reporting
Solid comprehension and experience with business processes, metrics, cross-functional and line of business operations, financial acumen and social collaboration methodologies and technologies
Preferred
Previous experience with the Cisco Lifecycle Advantage (CX) program
Cisco Customer success program manager Certification
Company
Heartland Business Systems, Inc.
Heartland is a boutique software and IT consulting company specializing in the rapid design and implementation of business solutions for small to mid-market businesses.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase