Client Success Manager

Responsibilities

Working under minimal supervision of the Director, referring only exceptional problems and issues for management review or approval, the Client Success Manager (CSM) develops customer success plans to assist customer with technical solution needs for assigned vendor technology. Assists in the onboarding and tracking of software consumption data and offers guidance and consultation. The CSM develops and designs new and existing program models for customers to achieve 100% consumption of architecture software. The CSM establishes procedures for the customer based on the new program to accomplish goals and responsibilities. The CSM assists in creating internal and external marketing campaigns and content designed to drive awareness and education regarding these services. The CSM participates in the initial customer discovery calls. The CSM is the primary contact and introduces technical solution options to customer’s challenges. The CSM creates and executes new internal achievement targets and program initiatives.

 

Develops customer success plans to assist customer with technical solution needs. Explains and advises on the findings – identifying customer goals, obstacles, deadlines, and KPIs.

•Understands customer challenges and business objectives.•Consults and introduces technical solution options to customer’s challenges.•Guide a customer through the lifecycle of their software purchases to maximize the return on investment.•Per the lifecycle, assisting with onboarding, adoption, and full implementation of their Cisco software.

•Works with clients to understand current needs and challenges.•Determines frequency of adoption conversations with the client•Engages technical support for issues found or concerns with EA software.•Attends customer EA discovery calls.•Delivers consumption reporting annually.•Reviews and consults with customer about smart accounts.•Troubleshoots and addresses adoption and use barriers.•Works with services experts to ensure that EA client contract numbers are associated.•Delivers critical or requested updates on trouble areas.•Takes charge in having clients sign a Cisco letter of client consent.

•Attends conference calls with clients to discuss CSM value and benefits.•Determines any possible expansion opportunities.

•Performs all other duties or special projects as assigned.

MinUSD $84,500.00/Yr. MaxUSD $108,500.00/Yr. Qualifications

Understanding and experience with Cisco and Microsoft software•Understanding of the basic network management•Understanding of basic network security environments•Experience with creating Customer Success Plans or Business Outcomes•Solid knowledge of Microsoft Office Suite (Word, PowerPoint, Excel)•Experience with EA programs to drive incentives.•Assisting and/or writing and providing feedback on benefit of working with CSMs for the sales team.•Sales or supporting sales experience.•Team Player•Self-Motivated•Excellent verbal and written communication skills•Excellent time management skills

 

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