Here's how
Relationship Owner: The Customer Success Managers are the primary point of contact for the customer. You understand our Master Services Agreement (MSA), hold the right parts of our organization responsible to live up to our commitments, and ensure that customers have appropriate expectations and adhere to our standard service offering. Our goal is to provide such good service that we get referrals from all of the customers in our base.
Lifecycle Leadership: Set strategy for key lifecycle activities: Periodic Strategic Business Reviews (SBRs) and IT Roadmap creation and execution, ongoing account maintenance, contract renewals and Request for Proposals (RFP).
Upsell and Cross-Sell: Work with technical resources on the Customer Success Team to understand customer’s current IT environment and use this together with an understanding of the customer’s business objectives and current issues to propose an IT Roadmap and present this within a Strategic Business Review (SBR) to get buy-in to necessary IT investments. Along the way, there will be smaller, more tactical enhancements that customers will find of value that we sell through campaigns.
Churn Management: CSMs regularly assess churn risk of all assigned customers and proactively identify issues, determining the “Get to Green” action plan, work with others in the organization to solve the issue, and communicate status updates to the customer.
What you bring
Strategic Leadership: Understand our customer segment and service offering, and develop a strategy that maximizes customer satisfaction, retention, referrals and sales revenue. Implement this strategy through specific, actionable quarterly goals for yourself and your team
Customers: You skillfully navigate relationships with customers by listening carefully to understand their point of view to align on mutually agreeable outcomes
Sales: You are able to use the extensive information we have about our customers’ IT environments to help our customers understand the business benefit of investing in their IT infrastructure and tools, and use this to drive sales to a close - and you can coach your team to do the same
Technical Aptitude: You understand the basics of IT and you can coach your team to describe to customers how various technical solutions work (at a high level) to enable them to feel confident they are choosing the right solution
Team: Lead the team of Customer Success Managers to next level performance through clearly articulated expectations, high performance standards, coaching, knowledge sharing and encouraging learning to improve skills, and proactive performance management at the individual level
Internal Partners: Collaborate with cross-functional teams (including Sales, Professional Services and Service Delivery) to ensure smooth handoffs that result in a seamless customer experience, and continually improve our operating model
Must Haves
- Must have team leadership experience, with a track record for leading teams that delivered consistent results against target
- 5+ years of experience in at least one of: Sales, Information Technology (IT) or Customer Success
Great to Haves
- Experience in a subscription-based technology business
- Professional certifications in Customer Success, Business Relationship Management, Sales and/or ITIL is an asset
- MBA is an asset
