Customer Success Manager

The Customer Success Manager is responsible for developing strong relationships with customers by serving as a trusted advisor and advocate. You will proactively engage with our customers to ensure they realize value from our products and solutions leading to both revenue retention and new revenue opportunities. You will also liaise between our customers and crossfunctional internal teams ensuring the timely and successful delivery of our solutions according to customer needs and improving the entire customer experience. Our ideal candidate is able to identify needs communicate effectively and ultimately exceed client expectations.

• Develop trusted advisor relationships with assigned customers advocating on their behalf with internal functional partners as needed
• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue  
• Craft effective strategies for customer retention and negotiate and secure renewal agreementsand crosssell contracts  
• Create and deliver customer business reviews and prepare reports on account status as needed 
•  Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders 
• Manage customer relationships and escalations including high severity requests with a focus on solving business problems and creating value through insightsoftwares solutions 
• 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
• Train and mentor ondemand talent
• Other duties as assigned

What will you do 

To perform the job successfully an individual should demonstrate the following competencies:

• Enthusiastic about making clients successful
• 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 clients  
• Teamwork  work crossfunctionally to achieve team and individual goals  
• Communication  communicate effectively with customers and internal crossfunctional partners creating promoters at every touch point
• Willingness to lead conversations internally and externally to drive toward outcomes

Qualifications :

Successful candidates will demonstrate:

• Bachelors Degree preferably in business or related field 
• Salesforce experience
• Strong experience as CSA/CSM with software products (Saas and/or onprem)
• Experience improving customer experience and driving increased customer retention and growth 
• Demonstrable ability to communicate present and influence credibly and effectively at all levels of the organization including executive 
• High level of agility and ability to manage change 
• Ability to work proactively and constructively in a fastpaced collaborative matrixed team environment 
• French and / or German language skills advantageous 
• Ability to travel up to 20% 

Preferred qualifications: 

• Working knowledge with reporting and analytics solution 
• Experience that included resolution and escalation management

Additional Information :

Nontechnical skills

• Organised and selfmotivated willing to learn
• Knowledge of financial services banking or accounting concepts is a plus
• Strong written and verbal communication skills with the ability to present technical information and negotiate tradeoffs with a variety of audiences
• Patience
• Readiness to contribute to discussions and steer the team to continuously improve both technically (how the code is designed or how the product is architected) and processwise (how we interact as a team)

** 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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At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.