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Customer Success Manager

Company: Harvey Nash Inc.
Location: San Jose
Posted on: February 16, 2020

Job Description:

Customer Success Manager - San Jose, CA Job Description:The Customer Success Manager (CSM) is to lead the post-sales life cycle for client's portfolio of happy customers. As the voice of the customer, the CSM must be an active listener and strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives.Responsibilities:--- Serve as the primary post-sales point-of-contact for client's enterprise portfolio of customers--- Partner with customers to establish clear business goals, timelines, priorities, and metrics of success--- Proactively work directly with large customers, interacting with various levels of management ranging from Directors to C-level executives--- Serve as the primary point of escalation for critical customer issues--- Partner with Sales and Business Development to ensure prospective customers have full awareness of the Customer Success program and the competitive differentiators--- Support Solutions Engineering in the successful execution of account on-boarding and roll out for new and prospective customers--- Develop a targeted training and adoption plan, based on customer-specific business objectives to increase user engagement, retention and satisfaction--- Lead training for customer teams (webinar and in-person), highlighting key features and functionality--- Proactively identify expansion opportunities, as well as customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk--- Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity--- Develop and conduct Quarterly Business Reviews (QBRs) to assess progress against goals, assess opportunities for improvement, assess impact on user productivity--- Partner with product and support teams to identify ways to improve overall customer satisfaction--- Act as a liaison between internal teams to ensure high-priority customer needs are being met - coordinate with sales, marketing, product, support, and engineering teams to escalate high-impact customer needs;--- Effectively manage customer relationships - and own responsibility for retention (renewals).Requirements:--- Bachelors and/or Masters degree--- 3-5+ years B2B experience in customer success--- Previous B2B sales and/or account management experience is considered a plus--- Strong commitment to ensuring customers' business objectives are achieved--- Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction--- Ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain - make sound decisions, even in the absence of complete information--- Accountability - holding self (and others) accountable to meet commitments--- Ability to analyze customer usage data and develop recommendations based on data insights--- Ability to prioritize customer needs and surface the issues internally that will have the most impact on customer satisfaction and retention--- Proactive, positive, self-starter with a passion for continually improving the processes around you--- Desire to work in a team-based, collaborative environment--- Excellent presentation and meeting facilitation skills--- Comfortable presenting to customers in-person and via web conference/phone--- Outstanding organizational skills, ability to manage multiple projects--- Passionate about building customer relationships--- Ability to thrive in a fast-paced startup environment - provided by Dice

Keywords: Harvey Nash Inc., San Jose , Customer Success Manager, Executive , San Jose, California

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