Customer Success Manager (CSM)

Responsibilities

• Providing best-in-class responsiveness by creating an experience for the client in which they feel confident getting to a resolution. This may include influencing policies and procedures that optimize the customer experience.
• Gathering customer feedback to better inform our sales process and product roadmap, ensure completion of support tickets and service requests, advise on best practice configurations of the client's software, and provide strategic guidance to our customer decision makers.
• Own the customer contract and renewal process.
• Maintain a cadence of communicating with customers about their adoption trends, usage, and business plans.
• Identify opportunities for customers to act as client's advocates (e.g., testimonials, case studies).
• Collaborate closely with the Sales team to support expansion opportunities.
• Partner with clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by delivering and communicating ROI for clients, throughout the customer lifecycle.

Requirements

• Customer Success Manager need to possess superior interpersonal skills and be strong leaders.
• Must be highly organized and highly skilled in time management.
• Excellent oral and written communication skills.
• Capable of coordinating several resources, escalating concerns with appropriate detail for resolution and hold great negotiation skills for contract management.
• Proficient in Microsoft Office Suite, specially with Excel and PowerPoint
• Knowledge of customer service practice and excellent negotiation skills.
• Technical aptitude with Partner Relationship Management (PRM) software such as PRM or knowledge and technical aptitude with other PRM platform.
• Experience with Customer Relationship Management (CRM) software such as Salesforce, Dynamics, HubSpot, etc.

Additional Information

At DevSavant, we are a trusted technology partner specializing in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment. Our client is a global leader in the channel management sector, and we are looking for a growth-minded marketing leader that will use their strong foundation in digital marketing to build out game-changing, integrated marketing strategies and initiatives. Their company is #1 in our space and is accelerating away from the pack. The Customer Success Manager (CSM) is a key player on the Customer Success team. As a Customer Success Manager, you'll be managing a set of named customers - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. In this role, you must be willing to wear several other hats including more general support and occasionally, onboarding work. The objective is to ensure the successful PRM use by every customer to ensure that every customer successfully achieves the ROI for which they purchased the solution. Ultimately leading to satisfied clients that renew their contracts with the client.

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