Job Summary
The Customer Success team is responsible for the relationship between Omnigo and our customers. This critical function is responsible for engaging with our customers to drive adoption and demonstrate ongoing value to ensure high customer retention.
The Customer Success Manager is a key member of the organization as it acts as the overall facilitator for customer communications and ultimately owns the account relationship. It is the expectation of the that they'll work with their customers to appropriately understand, manage, and assist them with day-to-day business needs by acting as a single point of contact for the account and coordinating with all other Omnigo business functions as needed.
Essential Duties and Responsibilities
- Drive retention and growth for our customers by understanding their business needs and helping them succeed
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Account owner for named accounts that will coordinate and facilitate across all business functions within the organization
- Maintain data in Salesforce, including contacts, key initiatives, budgets, stakeholders, forecasts, and campaigns
- Represent the voice of the customer to inform our sales process and product roadmap
- Own renewals from quote to invoice, as well as upsells of existing products and services to grow their assigned book of business
- Target and grow revenue within assigned accounts by uncovering cross-sale opportunities for sales
- Work with customers to develop a success plan that outlines how Omnigo adoption will address their needs both immediately and in the future
- Enlist super fans to act as references, lead user groups, & participate in the community
- Be a liaison to drive attendance to trainings, webinars, educational curriculum, and seminars
- Identify meaningful ways to engage low usage and at-risk accounts based on data monitoring as well as qualitative knowledge of the account
Skills and Requirements
- 2+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization
- A passion for Customer Engagement and service mentality
- Proven record of creating and maintaining business partnerships and relationships, "do-er" mentality with a hands-on, passionate, curious, empathetic approach, and the grit to get things done
- Results-driven and proven ability to meet or exceed quotas
- Experience with the annual renewal process is preferred
- Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
- Excellent oral and written communication skills
- Must be proficient in PowerPoint and comfortable presenting to all levels of an organization
- Highly organized with the ability to work independently and be accountable for results with minimal supervision
- Experience with Salesforce or a similar CRM tool and Gainsight or a similar Customer Success tool preferred
- Gaming, Security and Surveillance or Public Safety experience welcomed.
- Approx. 25% travel for customer visits and conferences
