Job Summary:
The Customer Success Manager (CSM) builds strong relationships with Momentm enterprise clients at all levels. The CSM employs a consultative, customer-centric approach to the identification and implementation of solutions that meet the client’s needs.
By creating strategic partnerships and sustaining customer health, the CSM ensures clients get maximum value from their investment. As an exceptional customer advocate, the CSM drives increased loyalty and satisfaction by helping Momentm clients fulfill on short and long-term goals.
As a point of escalation, the CSM may be required to manage issues for their assigned accounts. The key to success in this role will be communicating effectively with internal and external teams, from C-Levels to front-line users.
Job Description:
Responsibilities:
- Develops strategies to support adoption of new technologies.
- Oversees system upgrades and patch solutions; coordinating these efforts with all departments to guarantee successful implementation and minimal down time.
- Engage with clients by employing skills such as: reflective listening, proactive investigation, and/or ticket escalation.
- Engages regularly with customers via quarterly operational reviews (QBR - quarterly business review) and other regular meetings; leads regular status meetings with the customer to review open initiatives and address any challenges impeding successful use of Momentm solutions.
- Collaborates with the leadership team to develop and manage solution-oriented plans that grow customer revenue for Momemtm while maintaining customer satisfaction ratings.
- Supports the Maintenance Renewal process by demonstrating value via account scorecards and client success stories.
- Manages client requests related to enhancements, training or other billable and non-billable requests.
- Prepares and delivers monthly status reports for named clients to include Escalations, Incidents, Enhancements.
- Drives customers to execute on their short-term and long-term plans.
- Holds customers and Momentm team members accountable to commitments.
- Asks critical questions to identify risks and find ways to expand the Momentm footprint.
- Analyzes customer progress and provides guidance on how to best achieve goals.
- Gathers customer product feedback and communicates with product management to shape the product development roadmap.
- Ensures smooth on-boarding of new clients into the Customer Care support program.
- Provides coaching, education, and best practices to help customers understand their organizational needs (process enhancements, or product additions); could provide bill-able consulting as requested.
- Promotes the use of Momentm Customer Care programs, such as Webinars, Meet-ups, and Certification.
- Promotes User Conference attendance
- Identifies opportunities for customers to present success stories and potential industry speaking events.
Required Skills & Education:
- 5+ years successful Customer Success Management experience.
- Bachelor’s degree in Technology, Business, Computer Science or Engineering or applicable experience.
- Demonstrated proficiency with Microsoft Office Suite, including Visio.
- Willingness to travel on short notice and up to 1 week per month.
- A proven track record of building long-term customer relationships.
- Excellent oral and written communication skills.
- Experience with incident reporting/bug reporting/call tracking systems.
- General knowledge of policies and procedures, operating rules and regulations, agreements, and regulations related to the NEMT industry.
- Excellent planning, organization, and prioritization skills.
- Strong technical background and fluency.
- Proven ability to lead a team to a successful resolution.
- Solid troubleshooting and analytical thinking skills.
- Demonstrated ability to execute tasks expediently in the face of daily interruptions.
- Must be proactive and capable of producing quality work with minimal supervision.
- Knowledge of Momentm product suite and the NEMT industry a plus.
Worker Type:
Regular
