Customer Success Manager

SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and AI.

We re looking for someone who has strong time management and problem-solving skills, someone who will own their book of business and work to delight their customers every day. We value hard work and reward success.

What you will do:

• Manage our Global, Strategic/Enterprise Accounts.
• Manage the renewal cycle and contract processing, within a timely manner, to ensure no service disruptions.
• Set regular cadences with customers.
• Drive and maximize the utilization of the product.
• Work with the Licensing Specialists to identify expansion opportunities.
• Establish, develop, and maintain positive customer relationships through email, chat, phone, and video engagement.
• Conduct account health checks and analysis to assess risk potential.
• Prepare and present Quarterly Business Reviews.
• Find gaps of dissatisfaction and work with internal teams to rectify any outstanding concerns.
• Ensure successful delivery of our solutions by our customer timelines.
• Create value for customers by building strategic partnerships and identifying success criteria.
• Serve as an escalation point for your customers on bug requests and new feature requests - work with operational departments to prioritize, and set customer expectations.

Requirements :

• 3 years of experience in Customer Success or Account Management role handling Enterprise sized accounts.
• Experience in the IT industry (SaaS preferred).
• Experience managing a book of business with a record of successful forecasting and quota attainment.
• Exceptional communication skills and strong business acumen.
• Technical proficiency.
• A proactive, energetic, and go-getter mentality. Thrive in a multitasking environment.

Remote Work :

Yes

Employment Type :

Full-time