Knowledge of [insert relevant technologies]. Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes, Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction, Achieve / exceed target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS, Bachelor’s Degree (or equivalent work experience), 3+ years of experience in Customer Success, Consulting, Sales or related field, Exceptional client management and communications skills, Understand the [redacted] business model and have experience delivering and implementing [redacted] solutions for [redacted] customers, Willingness to travel to customer locations as needed, Strong presentation, meeting facilitation, and written communication skills, Experience working with reseller sales channel models a plus, Experience implementing customer solutions in a [redacted] capacity a plus, Perform initial on-boarding of accounts with [redacted] customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime, Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction, Serve as the [redacted] subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers, Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand [redacted] use throughout the account, Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from [redacted], Use usage patterns to gain insights, provide guidance and increase customer satisfaction, Serve as the primary interface to manage and resolve any critical situations, Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities, Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale, Exceed all performance targets, including maintaining high unit renewal rates, Account management experience, preferably for [redacted], Bachelor's degree in a relevant field is highly preferred, Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base, Outstanding multi-task task management skills across a varied set of responsibilities, Passion for working with [redacted] and a desire to deeply understand [redacted] benefits, use cases, and technical elements, Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises, Ability to build credibility and trust by understanding and addressing customer requirements, Willing to travel periodically based on customer and business need. Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients' business. Sample Customer Success Job Description Template. *Indeed provides this information as a courtesy to users of this site. While CSMs work closely with key stakeholders in sales and product, as a middle person for internal and external teams, their primary goal is to keep the customer's needs and wants top of mind, regardless of sales quotas and new product releases. Ability to effectively communicate through all mediums (verbal, listening, written). Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs. Position Overview: Given our business model, where our customers pay us over time, Customer Success … Check out jobs in Customer Success available at Microsoft. The job title is a mid-level management level position in … A quality Customer Success Manager candidate should be proficient with word processing and presentation software. The customer success manager role is a relatively new role that is particularly prominent in SaaS-based organizations. Displayed here are job ads that match your query. Extremely organized, with effective time management skills. A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. On the other hand, we’re using several third party tools to help us run our website with all its functionality. Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences. Leveraging this consultative approach, you will deliver Industry [redacted] thought leadership while encompassing [redacted] values of [redacted]. Act as point-of-contact for … The job description is a candidate’s first impression of your company. This person will work closely with [redacted] Sales team and act as a liaison between various [redacted] teams in order to ensure our clients are set up for success. This role is fairly unique to technology companies, thus requiring a strong understanding of technical vernacular in order to effectively communicate with customers and internal teams. Ability to align internal resources to meet customer requirements and deadlines. Always send a customer service manager cover letter with your resume and job … Must work well within a team environment. Every job description needs to include a salary range. [Use this section to provide a high level overview of your company, culture, perks and benefits, career development opportunities and anything else that will get candidates excited about your company.]. Customer Success Managers coordinate Customer Success staff and perform a variety of duties, such as analyzing complaints, developing new procedures and implementing customer retention campaigns… Provide proactive strategy with their assigned customer accounts, Work with customers to ensure they are leveraging [redacted] effectively and finding value in our services, Become an expert in [redacted] and educate customers on the use and benefits of our products, Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues, Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development, Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth, Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes, Maintain a revenue base by managing account retention and renewal, Drive upgrade revenue through increased product adoption and increased usage, Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management, Possess strong phone, written and verbal communication skills with excellent presentation skills, Confident, high energy, self-motivated and a true team player, Experience working with senior and executive level customer contacts, Demonstrated ability and desire to work and excel in fast-paced environment, Excellent multitasking and project management skills, Understanding of Internet and web applications with a desire learn new technologies, Ability to understand and articulate [redacted], Must possess a proven understanding of [redacted]; prior experience in [redacted] preferred, Well-organized, with a high attention to detail and ability to prioritize, Experience with Gainsight and Salesforce a plus, Manage customer and partner activity, risks and growth opportunities in Customer Success Portal and submit accurate weekly forecasts to management, Conduct customer-focused channel partner QBRs (Quarterly Business Reviews), measuring partner performance against pre-established business metrics, Effectively plan and prioritize a high volume of [redacted] and customer activities and requests to manage customer issues / requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible, Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities. True or False: The customer is always right. Proactively identify account risks and drive mitigation strategy. Learn how Microsoft empowers your best work when you choose Customer Success as a career. At a minimum, the role should include working closely with the sales team to … These are real job descriptions sourced from our seven online communities, but we have redacted some information to protect the privacy of the companies that originally posted them. Renewals: Customer renewals are what keep the recurring revenue recurring. X years in Customer Success, Consulting, Business Development, Sales or related field. Proven track record of sustaining & growing complex relationships including contract management. This site uses cookies for analytics, personalized content and … Experience requirements for a quality Customer Success Manager candidate may include previous customer service experience, sales experience and experience in your industry that will help establish the candidate as a trusted advisor in the industry. They ensure customers are satisfied with the … For example, a quality candidate for a financial or accounting firm may have earned a degree from a four-year college or university in finance, accounting or a related discipline. Cross Market Average Salary for an Customer Success Manager: $67,487, Everything You Need to Write a Customer Success Manager Job Description, Five Customer Success Manager Job Description Examples, Customer Success Manager Job Description Template, Customer Success Manager Salary Information, Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Their job is to work closely with customers to ensure they are satisfied with the … When estimating the salary for a Customer Success Manager in your company, it is important to consider the average salary for your industry. Hey there! Here’s the job description that I created for the Director of one of our high-touch teams. This is a mid-to-upper level role that typically requires a Bachelor’s degree or the equivalent experience in Customer Support/Success, Sales, Business Development or Account Management. This individual will be responsible for developing & maintaining existing customer relationships while leading the customer to full adoption and absorption of our products. Maintain strong relationships with customers and ownership of customers’ success with [redacted] measured through renewal rate, NPS and other metrics that measure customer sentiment. They may also work with Marketing, Product, Technical Support, Operations, Finance and Engineering to relay feedback, questions and concerns across teams. This position is designed for an experienced Customer Success Manager who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. Browse our opportunities and apply today to a Microsoft Customer Success position. The ideal candidate should have a proven track record of [redacted] account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills. A quality Customer Success Manager candidate for your company should have education, certification and training in a discipline relevant to your industry. We are seeking a candidate that has proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities. The overall salary range runs from about $101,000 to as much as $248,000 annually, depending on the industry and the size and scope of the employer. We are seeking an energetic Customer Success Manager. Proven experience building strong customer relationships and efficiently communicating internal and external voices. You’ll want to specify which ones are valuable. Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors. senior customer success manager Professional Summary Exceptional leader and client advocate who regularly exceeds goals; specializing in successful software implementation and customer retention, … This Customer Service Manager job description template is optimized for posting on online job boards or careers pages. It's easy to customize with key duties and responsibilities for your company. A Customer Success Manager, also known as a Customer Support Manager, builds strong relationships with customers and monitors their experience with a product or service. The Senior Manager impacts product adoption, expansion sales, and retention by delivering a best-in-class customer experience…Measure the effectiveness of customer success by evaluating … Customer success managers serve as liaisons between a company's upper management and customers, and as the first …Read more. These examples should provide you with more details on the job function and what should be expected of candidates in terms of responsibilities and requirements. Most importantly, CSMs build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. Find our Senior Customer Success Manager job description for Immersive Labs located in United States, as well as other career opportunities that the company is hiring for. Senior Customer Success Manager Jobs, Employment | Indeed.com Gainsight is … If you know what you're looking for, feel free to skip ahead. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Ability to perform and deliver in a fast paced environment. Successful Customer Success Managers will help increase customer retention by establishing themselves as credible authorities in the industry to build and maintain customer relationships. It's … This role will work directly with Sales, Technical Support, Operations, Professional Services and Finance. Sample customer service manager resume. Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met. Ready to hire a Customer Success Manager? 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Please note that we are not your recruiting or legal advisor, we are not responsible for the content of your job descriptions, and none of the information provided herein guarantees performance. Position OverviewThe Senior Customer Success Manager (CSM) is responsible for developing and expanding customer relationships that promote retention and loyalty leading to a successful renewal. The average salary for a Senior Customer Success Manager is $87,143. Customer Success departments are relatively new and are most common in technical and software companies. They also are in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers. Sort by: relevance - date. Who can use this CSM description? Sustain business growth and profitability by maximizing value. You’ll be instrumental in creating long-lasting [redacted] partnerships and responsible for delivering ROI analysis for your client base to drive positive client outcomes for [redacted]. Develop and execute on account strategies for [redacted] accounts, while working alongside [redacted] sales team to deliver positive outcomes for [redacted] clients. A quality candidate for a software company may have education and training in computer science, programming languages or a related discipline. Indeed may be compensated by these employers, helping keep Indeed free for jobseekers. Work with Account Executives to support the sales process. The average salary and salary distribution ranges vary by industry, with service industries at the lower end of the range and technical or medical industries at the higher end. Goal and results oriented, optimistic, smart, value added mindset, proactive and easily adapts to change. CSMs report to general managers, business managers or VPs of customer success and may evolve into those higher roles as they advance in their career. They ensure customers are satisfied with the company’s products and services, provide high-level technical support and work to resolve any customer dissatisfactions. Find our Senior Customer Success Manager (F/M/D) - Paris job description for EcoVadis located in Paris, France, as well as other career opportunities that the company is hiring for. Build trust and create meaningful relationships among champions and key Executives within each account. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and … The title “customer success manager” is used for a variety of sales roles, some old and some new. Examples of Customer Success Manager duties and responsibilities include: A successful Customer Success Manager candidate will have various prerequisite skills and qualifications to perform the required duties, including impeccable customer service skills as well as strong written and verbal communication skills. Use these job description examples to create your next great job posting. If you said false, you may be in need of a Customer Success Manager (CSM). At least 2-5 years account management experience, preferably in [redacted]. I have a new job at Microsoft: Customer Success Manager The new Customer Success … To be successful in this role, we’re looking for individuals with a consultative mindset who can quickly understand both [redacted] and the industries we serve. For all the pros and cons inherent in this position, compensation tends to be good. This template is for you to customize and adapt to fit your needs and reflect your company’s personality. Customer Service Manager Job Responsibilities: Maintains customer satisfaction by providing problems-solving resources. Customer Success Manager … In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. Strong leadership, teamwork, & cross-group collaboration skills. Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle. FREE RESOURCE: JOB DESCRIPTION TEMPLATE LIBRARY. Ensure each client understands the ROI/value [redacted] delivers to their business through conducting virtual or on-site business reviews to each client that align to our client’s business goals and objectives. [redacted] is looking for a proven Customer Success Manager to manage a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. [redacted] is seeking a [redacted] Customer Success Manager to focus on building, retaining and growing our [redacted] Clients. In order to be successful at [redacted], you must have the following types of traits & skill sets: If five customer success manager job description examples weren’t enough, we’ve taken it a step further by providing a comprehensive Customer Success Manager job description template. While this statement may not be quite so black and white, it is still absolutely necessary to have someone on your team who can mediate, counsel and empathize with both internal and external teams to ensure customer expectations of your product or service are met and (hopefully) exceeded. Customer Success Managers are responsible for establishing and building customer relationships to promote customer retention and loyalty. Or if you’re ready to hire, post your job on Indeed. Update and maintain Sales database with the most relevant account details. The Customer Success Manager will be a key member of the team responsible for the … the ambiguity often associated with software, the Customer Success Manager will need to be … Responsibilities: … Last but certainly not least — salary information. Customer Success Support The Global Support work environment is highly client focused and fast paced, operating globally to provide technical support at any time, anywhere. Customer Success Managers are responsible for establishing and building customer relationships to promote customer retention and loyalty. Some CSMs are rebranded customer service managers who deal with hygiene issues … January 30, 2020. Finding the right candidate or assigning someone to fill this new role can be … Job Description: Vice President Customer Success. Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders. Customer Success Manager Tasks. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. Coordinate with business users and procurement to ensure timely renewals. Additionally, quality candidates will have the ability to quickly learn about your company’s products and services to establish themselves as experts in the field. Feel free to click on each market to further your compensation research. Use this customer service manager job description to create a job-winning resume. Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering. Identify and forecast risk as well as growth opportunities within portfolio. If you are a Customer Success champion who thrives in a [redacted] environment, constantly improving customer relationships, adoption and growth while seeking endless opportunities to grow professionally, this is the position for you! We respect your privacy and we’ll never share your resumes and cover letters with recruiters or job sites. Director of Customer Success… Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc. Otherwise, keep on reading. Experience with Salesforce.com and other CRM tools. If a Customer Success Manager isn’t exactly what you’re looking for, below are examples of job descriptions for similar positions that may meet your company’s needs. Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization. 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