Shogun · 2 days ago

Senior Customer Success Manager

Chicago, IL

Full-time

Onsite

Senior Level

$117K/yr - $158K/yr

5+ years exp

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Digital MarketingE-Commerce

Growth Opportunities

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Responsibilities

Customer Relationship Management: Develop and maintain strong relationships with key stakeholders in customer organizations to ensure their success with our products.

Proactive Outreach: Engage with accounts within the ideal client profile for onboarding, intervention, and upgrade opportunities. Engage with clients at different points in their journey to assist with activation and adoption.

Product Demonstrations: Host video calls with leads, clients, and agencies to introduce them to the software, advise on best practices for their use case, and demonstrate how the software can help them achieve their business goals. Showcase new features for client feedback and expansion revenue opportunities.

Customer Advocacy: Act as the voice of the customer within the company, providing feedback to product and development teams to improve our offerings.

Renewals and Upsells: Drive customer renewals and identify opportunities for upselling and cross-selling additional products and services.

Issue Resolution: Proactively address and resolve customer issues, ensuring prompt and effective solutions.

Data Analysis: Monitor customer usage data to identify trends, opportunities, and potential risks, and develop action plans accordingly.

Collaborate: Work closely with teammates to win and grow together. Collaborate and share ideas for engagement tactics. Identify opportunities for efficiency through defining needs for enablement material, documentation, and self-serve resources.

Process Improvement: Contribute to the development and refinement of customer success processes, tools, and methodologies.

Qualification

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Customer SuccessAccount ManagementSoftware IndustryECommerce IndustryOrganizational ManagementProblem-SolvingCommunicationInterpersonalEmpathyCustomer-CentricOrganizationalSalesNegotiation