Customer Success Manager (US)

Customer Success Manager (US) Job Description Template

Our company is looking for a Customer Success Manager (US) to join our team.

Responsibilities:

  • Professionally manage customer relationships to ensure consistently high satisfaction levels;
  • Prioritizing and driving resolution on escalated customer issues;
  • Regular reporting on customer specific activities;
  • Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements;
  • Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders;
  • Directly liaise with the customer Program Manager to resolve any open issues/actions which arise during the normal course of business;
  • Maintain a detailed knowledge of Workhuman’s products and services;
  • Effectively manage the on-going customer management after deployment of the recognition solution;
  • Handling overall responsibility for managing the customer relationship;
  • Working closely with Insight and Strategic Customer Directors to identify new opportunities within your customer base;
  • Develop and maintain strong customer relationships through proactive communications, visits and ticket monitoring;
  • Drive adoption and business goal attainment;
  • Alert internally if customers are not meeting goals and develop a plan to rectify;
  • Educate customers to help them become Instana experts;
  • Provide onboarding assistance through calls and customer meetings.

Requirements:

  • Exceptional oral and written communication skills required to document and communicate with internal and external resources;
  • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment;
  • High Energy and Positive Attitude;
  • Ability and comfort in chairing on-site live meetings and virtual webinars, to large groups of people either customer facing or internal in nature;
  • Strong organizational skills with attention to detail required to ensure accuracy and effective execution;
  • Proficient in SalesForce.com, Microsoft Project, and Microsoft Office;
  • College Degree or equivalent work experience;
  • Ability to achieve results by effectively communicating with other groups and collating action plans for customers;
  • Demonstrated project management skills in managing solutions for Fortune 500 customers;
  • Ability to travel approximately 30% of the time;
  • Ability to work directly with field sales, technical, marketing and operations personnel;
  • Strong written, communication and presentation skills;
  • Experience with one or more of the following: Java, .Net, Ruby, C, Python;
  • Knowledge of containers and microservice application architecture and networking;
  • Superior organizational and project management skills.