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.