Customer Success Manager
Customer Success Manager
Posted on :
12-09-2024
Employer Active
1 Vacancy
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Jobs by Experience
5years
Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
12-09-2024
Job Description
This is a remote position.
SUMMARY
We are seeking a dedicated and highly motivated Customer Success Manager to join our team. As a Customer Success Manager you will play a pivotal role in shaping the success and growth of a portfolio of 5060 nonprofit clients. In this dynamic role you will take ownership of the client lifecycle from working with our onboarding team in welcoming new accounts to securing successful renewals.
You will serve as a trusted advisor collaborating closely with nonprofit leadership staff (executive directors operations managers and IT directors) to understand their unique needs and challenges. Leveraging your exceptional customer focus and deep understanding of our solutions you will develop and execute tailored strategies to drive client success and maximize the value of our technology services. Key to your success in this role will be your ability to establish and nurture strong relationships with key stakeholders.
JOB RESPONSIBILITIES
- Client Engagement: Proactively engage with nonprofit clients to understand their organizational objectives challenges and requirements.
- Relationship Building: Cultivate and maintain strong relationships with key client stakeholders becoming a trusted advisor on technology services and best practices.
- Account Management: Take ownership of client accounts ensuring timely and successful delivery of our services. Collaborate with internal teams to address client needs effectively.
- Customer Retention: Implement strategies to enhance customer satisfaction loyalty and retention. Maintain a Customer Retention Rate of at least 97% for the assigned portfolio.
- Expansion Revenue: Drive revenue growth through upselling and crossselling opportunities. Identify and capitalize on opportunities for upsell and crosssell revenue contributing to sustained growth across all accounts.
- Checkin Schedules: Execute established checkin schedules with each client typically on a monthly basis. Log all client meetings in the system of record weekly as they occur. Provide meeting notes to the client within 48 hours clearly identifying action items owners and expected response times.
- Executive Business Reviews: Establish and maintain a minimum of one annual Executive Business Review with key stakeholders. Produce and assess an Alignment Checklist/Cyber Baseline Report illustrating client progress toward goals and a roadmap for the next steps.
- Collaboration and Communication: Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities and actively learning. Actively participate in RoundTable Technology s culture including demonstrating and modeling our core values.
QUALIFICATIONS
- At least 5 years of proven experience in customer success account management or a related role.
- At least 3 years handling U.S. clients.
- Understanding of the nonprofit sector and its unique challenges.
- Excellent communication and interpersonal skills. Comfortable meeting and communicating with Clevel executives.
- Ability to prioritize and manage multiple tasks while maintaining attention to detail.
- Technical aptitude and the ability to quickly grasp new technologies.
- Strong problemsolving and decisionmaking skills.
- Strong leadership and mentoring skills with the ability to guide and support junior team members.
- Ability to work independently and as part of a team prioritize tasks and manage multiple projects simultaneously.
- Strong customer service orientation and a commitment to delivering highquality solutions.
JOB REQUIREMENTS
- Should be willing to accept a longterm workfromhome arrangement.
- Should be amenable to a permanent night shift schedule.
At least 5 years of proven experience in customer success, account management, or a related role. At least 3 years handling U.S. clients. Understanding of the nonprofit sector and its unique challenges. Excellent communication and interpersonal skills. Comfortable meeting and communicating with C-level executives. Ability to prioritize and manage multiple tasks while maintaining attention to detail. Technical aptitude and the ability to quickly grasp new technologies. Strong problem-solving and decision-making skills. Strong leadership and mentoring skills, with the ability to guide and support junior team members. Ability to work independently and as part of a team, prioritize tasks, and manage multiple projects simultaneously. Strong customer service orientation and a commitment to delivering highquality solutions.
Employment Type
Full Time
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