Job Description
Customer Success Manager
REMOTE
Clearwater, Florida, United States
Full time
Description
SUMMARY
As part of the Operations organization, the Customer Success Manager will provide leadership to their assigned team and pursue strategic growth with their assigned customers. They will be responsible for ensuring a positive customer experience, avoid churn, meeting revenue targets, creating level of effort estimates, maintaining artifacts within various systems, and forging a strong referenceable bond with the client(s).
Role and Responsibilities
- Improve the overall customer experience, create engaged customers, and facilitate organic growth
- The day-to-day Operational, Functional and Technical support of the assigned customers:
- Daily prioritization, supervision, assignment, and collaboration of their team members in support of the company and customer deliverables
- Assessing the requirements/needs from the customers
- Prioritizing the Requests based on urgency, segmentation, and order received
- Assigning for execution across the team based on skill sets, customer knowledge, and capacity
- Ensuring execution/completion of the work, including the Project Management and Customer Communication
- EDI Coordination and Mapping
- System Configuration
- Production Solutioning
- Daily prioritization, supervision, assignment, and collaboration of their team members in support of the company and customer deliverables
- Putting in place an Operational Roadmap with each customer:
- Communications frequency, methods (i.e., MBR’s, Ticket Reviews, Reporting, etc.)
- Ensuring Health Checks are being offered, planned, and executed
- 6-9 Month plan of known/planned activities, projects
- i.e., Annual Upgrades, Migration plans as needed, EDI and Integration initiatives, new facilities, reports, etc.
- Meeting or exceeding the assigned Revenue targets via:
- Billable services
- Change Requests
- Expansions
- Cross-sells and up-sells (in conjunction with the AM)
- Maintaining positive, referenceable relationships with our customers:
- Collaborate, develop, follow, and execute standard service process, procedures, and standards
- Includes completing required Datex system reporting and documentation
- Timely and accurate time keeping
- Generating SOWs, CRs, Functional Requirements, and other relevant documentation
- Create tickets and knowledgebase articles as applicable
- Submit billable effort to accounting and follow up accordingly
- Maintain artifacts within applicable systems Dynamics, DevOps, AutoTask, etc.
- Mentoring, Training, and Professional Development of the team resources
- Establishing and reinforcing Datex’s value to each customer
- High client retention (churn reduction)
- Serve as Voice of the Customer internally
- Maintain deep understanding of our product and solutions
- Continuous training of direct and indirect team members
Requirements
Preferred Skills
Experience in Customer Success, Account Management, or Implementation
Client focused, ability to build strong relationships with the customers
Work directly with the client and Client Delivery Teams to ensure progress on their requests
Must have fundamental knowledge of:
- Customer Success or Account Management
- Strategic Client Communications
- SQL
- CRM and Ticketing Systems
- Microsoft Office
- EDI
- Software Solutioning
- Warehouse Management Software (WMS)
Required Qualifications
Associate or Undergraduate Degree in relevant subject, and/or minimum of 8 years of relevant experience
Minimum of 5 years’ experience in Customer Success, Account Management, or customer facing, revenue generating role
Previous WMS solutioning, configuration, or implementation experience preferred, but TMS or ERP would be beneficial
Ability to build and maintain collaborative relationships with team members and clients
Capable of managing cross-functional teams projects and work assignments
Good communication skills ability to communicate clearly and concisely in both verbal and written mediums
Ability to organize own work based on the priorities established
Able to travel up to 25%
Benefits
- Medical, Vision, Dental and Life/Disability Insurance available
- Paid Time Off and Paid Holidays
- 401K
- Inclusive, flexible, fully remote environment