Customer Success Manager

Typical Functions:

• Collaborates with marketing to build customer references.
• Monitors and reports on key metrics to ensure sales targets are met.
• Troubleshoots minor issues and forwards larger problems to the appropriate party.
• Documents details of all calls and customer interactions.
• Responsible for managing a portfolio of accounts to foster long-term business relationships.
• Serve as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders, maintaining a focus on driving business value from onboarding through renewal.
• Deliver a proactive customer engagement strategy to drive renewals, product adoption, training, and revenue growth.
• Utilize the Customer Success Platform to establish and monitor customer KPI’s (platform usage, settings, customer sentiment, and more) to ensure the ongoing health of the relationship.
• Act as an escalation point to drive resolution on customer issues in a timely, proactive manner.
• Identify at-risk renewals and deliver on customer remediation plans.
• Maintain Account Plans for each customer for proactive management and company alignment.
• Create and conduct Business Reviews to exchange business updates, deliver data insights, set goals, consult on optimal product usage, and plan for partnership development.
• Serve as the customer advocate to drive cross-functional teams across sales, development, product management, implementations, and support.
• Utilize CRM to keep track of key account data, opportunities, logging tasks, activities, and to communicate to internal stakeholders.
• Lead customer webinar sessions as part of ongoing product adoption efforts.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and consulting to help them achieve their objectives.
• Provide customers with information and assistance regarding product updates and new features.
• Other duties or functions may be assigned.

Requirements

Ideal Skills, Experience, and Competencies:

• Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and 2-3 years of experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business customer-facing experience with large and strategic customers.
• Experience establishing and growing relationships with all levels within enterprise organizations.
• Excellent organizational, presentation and communication skills (written and verbal).
• Strong attention to detail and analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Ability to succeed in a fast-paced, dynamic and high growth technology environment. A successful candidate will be a self-starter, who is able to work independently as this is a fully remote position
• Experience in Excel, Word & Powerpoint is required; proficiency in G-Suite (Google Drive, Gmail) is preferred.
• Expertise in SalesForce, ChurnZero, TeamSupport, Monday.com preferred.
• Willing to travel based on customer and business needs.
• Experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business Customer facing experience with large and strategic customers preferred.
• Hospitality Industry experience preferred; Customer Success is the “Front Desk” of Actabl - we are looking for individuals who are passionate about serving the people who power the service industry!