The Customer Success Manager (CSM) is a key player on the Customer Success team. As a Client Success Manager, you9ll be managing a set of named customers - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
In this role, the Customer Success Managers must be willing to wear several other hats including more general support and occasionally, onboarding work. The objective for Customer Success Manager 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 Impartner.
Our Customer Success Managers (CSM) are STEWARDS of our exceptional customer experience. They ensure we are providing a great service while working with our customers on a strategic level to explore and provide more service, more value and better outcomes. The CSM is a central point of contact for all things we deliver to our customers, this position is a cornerstone to our customer experience.
Responsibilities shall include, but not be limited to the following:- 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 Impartner software, and provide strategic guidance to our customer decision makers.
- Providing ongoing technical and product support to their customers; our CSMs are often called upon to provide best practices or provide training to our customers. They may even help customers plan and understand the best ways to utilize the software and functionality based on the customer9s business needs and use cases.
- 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 Impartner advocates (e.g., testimonials, case studies)
- Collaborate closely with the Sales team to support expansion opportunities
- Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by delivering and communicating ROI for our 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 Impartner PRM or knowledge and technical aptitude with other PRM platform
- Experience with Customer Relationship Management (CRM) software such as Salesforce, Dynamics, HubSpot, etc.
- Channel marketing expertise is preferred
Job LocationWhile this is a 100% Remote position, we require that candidates are in one of the following states.
- Arizona
- California
- Colorado
- Florida
- Georgia
- Indiana
- Iowa
- Michigan
- Minnesota
- Nebraska
- Nevada
- New Hampshire
- North Carolina
- Oklahoma
- Pennsylvania
- Texas
- Utah
- Virginia
- Washington
