Customer Success Manager, Senior
About Us At One10, we are more than just a workplace; we are a community of individuals who share a common belief – the belief in better products and, equally important, the belief in a better you. Believe in Better Solutions: We take pride in the work we do because we believe in the transformative powers of innovation and recognition. Our commitment to excellence drives us to create solutions that go beyond the ordinary, solutions that have a positive impact on the lives of our customers and clients. Joining One10 means contributing to a culture of continuous improvement, where each day is an opportunity to push boundaries, challenge the status quo, and redefine what's possible. We believe in crafting solutions that make a difference and in setting new standards for quality and ingenuity. Believe in a Better You: At One10, we recognize that our greatest asset is our people. We are committed to fostering an environment that empowers you to thrive both personally and professionally. We believe that by investing in your growth and well-being, we collectively strengthen our ability to achieve greatness. From tailored development programs to a supportive and inclusive culture, we are dedicated to providing the resources and encouragement needed for you to become the best version of yourself. Your success is not just a professional goal; it's our shared commitment.
Job Description
The Customer Success Manager, Senior (CSMS) is the key customer-facing role of the organization. Each CSMS is responsible for their own portfolio of customers, with the overarching goal of driving customer value and ensuring comprehensive customer success. The CSMS manages the largest and most complex enterprise customers due to experience and expertise.
Job Description
Details:
- Support and own the day-to-day customer relationship; being the point person for both internal and for customer teams.
- Demonstrate a thorough understanding of program requirements for each customer in portfolio. Ensure that all relevant customer feedback is documented and shared with internal product teams as the process is defined.
- Work closely with product and digital teams to provide feedback in product development for roadmap vision and quality assurance that aligns to customer needs.
- Define and deliver individual customer business objectives, success metrics, value, and ROI at launch and on an ongoing basis.
- Review metrics, align strategies and demonstrate value and ROI to customers at regularly scheduled review meetings.
- Clear understanding of the overall platform functionality to effectively solution for customer promotions and initiatives. Educate and inform customers of product enhancements and changes as needed.
- Anticipate potential problems or issues customers may have and work to prevent and/or correct as soon as possible. Escalate/flag as needed.
- Encourage customer advocacy by documenting success stories and producing case studies. Encourage joining advisory and focus groups as appropriate.
- Work with internal team to ensure customers are set up for success upon launch of the platform.
- Deliver programs/projects/campaigns on time and in budget that meet or exceed customer expectations.
- Drive the renewal and new project SOW process. Retain and grow customer revenue by exploring and solidifying new opportunities.
- Review draft invoices and maintain overall accountability for accurate and timely invoice delivery to the customer.
- Lead Customer Success initiatives as needed.
- Mentor and train new CSM’s into their new role.
- Assist in defining best practices in all areas of the CSM role. Serve as a “Subject Matter Expert” (SME) for internal teams and for other CSM’s.
Additional Job Description Details
- Bachelor’s degree in business/Marketing or related discipline
- 6+ years marketing, sales, business operations, account management or related experience
- Flexibility to travel (e.g., customer meetings) as needed.
- Experience and success interfacing directly with the customer without supervision
- Proven ability to work cross functionally and collaborate with others.
- Excellent interpersonal, presentation and communication skills
- Strong organizational and time management skills
- High attention to detail
- Experience in designing/operating incentive and recognition programs, or in marketing services, preferred.
- Demonstrated knowledge of a specific customer or a specific customer’s business/industry preferred
- Proven proficiency in MS Word, Excel, PowerPoint and project management software tools
- Reliable home-office internet service
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