Senior Manager, Customer Success

Salary depends on experience
Posted on 11/15/17
Charlotte, NC
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 11/15/17

Position Summary:

NAVEX Global is launching a brand new Customer Success program and is looking for strong leaders to help build the foundation of our people, process and supporting technology for this initiative.  As Senior Manager, Customer Success, you will oversee a team of 10 Customer Success Managers (CSMs) dedicated to helping our enterprise customers gain value faster from NAVEX solutions while providing relationship management, best practice recommendations, issue resolution and proactive program management.

The Senior Manager of Customer Success will guide their team to be strategic in their approach to ensure the products we deliver are achieving the clients’ desired objectives and are adding value to their organizations. We are looking for driven, high-energy leaders with a strong business and strategic mindset that thrive in a fast-paced environment. You’ll recruit and manage Customer Support teams dedicated to building long-term value with our customers. You’ll establish strategic relationships with each assigned customer and drive continued value of our products and services.

 

In This Role You Will Often:

  • Lead and develop a team of CSMs responsible for customer satisfaction, retention, adoption, expansion and advocacy
  • Provide collaborative and consultative leadership along with oversight and guidance for business needs
  • Oversee daily operations and performance metrics for your Customer Success team
  • Advocate on behalf of the customer across internal departments to drive alignment and focus on customer satisfaction
  • Assess / understand customer satisfaction influencers and create mitigation plans as necessary
  • Identify and implement internal process improvement needed to deliver a superior customer experience
  • Act as the voice of the customer with Product Management to inform product roadmap
  • Serve as point of escalation for customer issues and escalate further as necessary
  • Assist in the recruiting and development of a talented team of CSMs
  • Assist in the development and rollout of the CSM onboarding program and content
  • Assist the Director of Customer Success in defining and optimizing the customer journey
  • Provide clear and measurable team goals while proactively addressing performance issues
  • Continuously assess, coach, motivate, and empower your CSM team

This Job Might Be For You If You Have:

  • Bachelor’s Degree in related field or equivalent experience
  • 5+ years of experience with post-implementation stakeholder management within process excellence teams, management consulting, or at high-growth SaaStechnology companies
  • 3+ years of leadership experience in consulting, customer relationship management, customer success, or account operations
  • Ability to manage and interpret customer behavior through metrics and CRM data
  • Ability to work efficiently with cross-functional teams both internally and externally
  • Ability to foster valued C-level customer relationships
  • Excellent verbal and written communication skills and a commitment to collaborate with people
  • The ability to plan, direct, and own strategic initiatives
  • A high level of attention to detail, excellent follow through and reliability
  • Experience engaging with people across a variety of levels with diverse backgrounds
  • Familiarity with GainSight, Salesforce, NPS, CSAT workflow and analytics platform
  • Ability to manage and motivate customer success professionals
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