customer success manager

customer success manager New York, NY

Langate
Full Time New York, NY 111242 - 78686 USD ANNUAL Today
Job description

Role: Client Success Manager
Department: Service Delivery
Reports To: Integrator
Location: Remote, Global
FLSA Status: Salary, Exempt
Term: Permanent Full-Time
Compensation: Monthly Based on Experience + Performance based Bonus
Benefits: Unlimited PTO, Remote Work, Certifications and Training Program

Position Overview

The Client Success Manager plays a critical role in delivering exceptional cloud services and driving business value to our clients. The ideal candidate is passionate about engaging customers and helping them expand their use cases. They have excellent relational skills and can create win/win environment for all parties they work with. They own the overall relationship with assigned clients by increasing adoption, expanding the relationship with new service offerings and ensuring both retention and satisfaction. They make a large impact on our cloud business practice by establishing a trusted and strategic advisor relationship with each assigned client, driving continued value of our products and services. The Client Success Manager will help drive sales by working to identify or develop upsell opportunities. Additionally, they will advocate customer needs and issues cross-departmentally and program manage account escalations.

Our Core Values

  • Intentional Growth

  • Thoughtful Execution

  • Integrity Above All Else

Position Responsibilities

Day-to-Day Account Management

  • Build strong relationships with clients that create brand ambassadorship

  • Follow up on outstanding requests and help see major initiatives through to completion

  • Act as an account escalation point for 3rd party or vendor coordination requests

  • Assist with procurement of products and services through our channel partnerships

  • Gather information related to licensing, contracts and client eligibility for various offers and promotions

  • Establish and maintain clear expectations with clients and fellow team members in all areas of interactions

  • Resolve client inquiries in an expeditious and professional manner

  • Maintain up-to-date information about client environments, agreements and relationship

  • Prepare sales quotes, proposals and other client-facing deliverables as needed to respond to client service requirements

  • Attend sales meetings and technology business reviews, taking notes and following up on action items

  • Work with engineering teams to compile reports and presentations


Drive Technology Adoption

  • Communicate technology standards, business value, and risks associated with aging and/or inadequate technology solutions.

  • Articulate how our solutions can mitigate risks, solve operational business challenges and how we can further support our clients

  • Work with end users and business leaders to identify use cases and opportunities to streamline workflows and improve user experience

  • Conduct demos of new products and integrations

  • Facilitate and drive engagement for webinars and in-person events and workshops.

  • Gather feedback from clients post implementation and training engagements

  • Monitor and drive adoption of the technology stack

  • Perform qualitative and quantitative analysis of business value derived from our solutions and services


Qualifications

  • Excellent Verbal and Written English Communication

  • A minimum of 5 years relevant working experience in a client facing role

  • Experience with cross department collaboration and workflows

  • Experience with B2B Technology Services sales and/or account management

  • Foundational understanding of IT infrastructure in a small business environment

Personal Skills

  • Self-motivated and high level of enthusiasm

  • Engaging and positive energy

  • Relationship building - able to quickly establish rapport and build trust

  • Excellent written and verbal communication skills

  • Take a personal interest in, and responsibility for quality of work performed

  • Ability to quickly learn new technologies and adapt to rapid changes

  • Ability to articulate technical information clearly and simply to non-technical people

  • Understand and execute the concept of micro-commitments when engaging with clients.

  • Knowing how to set next steps, gain commitment from clients.

  • Clearly communicate the agreed upon micro-commitments and follow up and follow through


Key Performance Indicators

  • Client Retention Rate

  • Net Promoter Score

  • Solution Adoption Rate

  • Revenue Goal Attainment

  • Standards Compliance Score

  • Client Proactive Touchpoints

  • TBR Execution

customer success manager
Langate

langate.com
New York, NY
Unknown / Non-Applicable
51 to 200 Employees
Company - Private
Software Development
1996
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