Customer Success Manager

• Serve as a trusted advisor and advocate responsibly to proactively ensure value and product adoption
• Develop and maintain strong relationships with partners on various levels from key decision makers to daytoday users.
• Communicate effectively with crossfunctional teams to enable effective delivery of products and services
• Collect feedback and work with internal teams (product sales engineering) to deliver product improvements
• Collaborate to identify and recommend solutions for complex business needs
• Forecast track and report key account metrics and clearly communicate progress to internal stakeholders
• Advocate on behalf of the partners with internal functional teams as needed
• Craft effective strategies to drive revenue growth and retention negotiate and secure renewal agreements and identify opportunities for upselling and crossselling our software solutions
• Organize and execute communication strategies including emails one on one meetings monthly update calls and quarterly business reviews focusing on overall customer health and adoption statistics product reviews and contractual status checks
• Manage escalations including high severity requests with a focus on solving business problems and deriving customer value from insightsoftwares solutions
• Monitor customer health scores and identify risk of churn. Implement strategies and action plans to reduce churn
• Drive a seamless customer experience by working crossfunctionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in crossfunctional reviews of product lines
• Other duties as assigned
• Achievements/ Goals
• Work Ethic operate in a fastpaced environment with a focus on achieving results
• Engaging Presence quickly establish rapport and build relationships with partners and communicate successfully with them
• Teamwork work crossfunctionally to achieve team and individual goals
• Communication communicate effectively with customers and internal crossfunctional partners creating promoters at every touch point
• Curiosity propensity for new challenges and learning about our customers our products our processes and industry best practices.
• Customer Focus a passion for customer engagement and a customer service mentality

Qualifications :

• Bachelors Degree preferably in business or related field
• At least 1 year in a customerfacing or Customer Success role within a software or softwareasaservice organization.
• Demonstrable ability to communicate present and influence credibly and effectively at all levels of the organization including the Executive and CSuite levels
• Experience working with Fortune 500 companies as end customers
• High level of agility and ability to manage change
• Ability to work proactively and constructively in a fastpaced collaborative matrixed team environment
• Ability to travel up to 20%

Preferred qualifications:

• 13 years customerfacing or Customer Success role within a software or softwareasaservice organization.
• Experience with equity compensation products
• Working knowledge with reporting and analytics solution
• Experience that included resolution and escalation management

Additional Information :

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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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