Senior Customer Success Manager

Customer Success ManagerEngageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.About the RoleAs a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base. You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.Key ResponsibilitiesResponsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutionsMaintain consistent Customer engagement and communicationExperience leading on-site strategic business reviews and executive presentationsConduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task executionMonitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groupsCollaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunitiesCollaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sellProvide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solvingPrimary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolioRepresent the voice of the Customer to help influence Product, Marketing, and Sales prioritiesUpdate and manage key metrics in the following areas for each Customer in an account portfolio:Customer/Product health (RAG status) and overall account statusTrack customer metrics to ensure upward trends; create mitigation plans when metrics descendCadenceAccount management information and statisticsUsage of Engageware productsVoice of CustomerWhat We’re Looking For In The Ideal Candidate:5 years as a CSM supporting customers in Financial Services and Wealth Management verticalSuperior written and oral communication skillsDetail oriented, meticulous record-keeping, highly organizedAbility to manage multiple and concurrent (often competing) prioritiesAbility to understand and speak to different audiences (internal and external)Advanced critical thinking and problem-solving skills, focus on continuous improvementProven track record in a Customer-facing roleExceptional collaboration skillsEmpathetic and positive attitude with a desire to make Customers successfulQualificationsPost-secondary degree or relevant experienceTechnical competency and aptitude with software applications, tools, and internal systems8+ years in Customer Success, Account/Relationship Management, or similar rolesTravel is required