Customer Success Manager Jobs

The Answer Company| www.theanswerco.com| Customer Success Manager-Cloud

GENERAL SUMMARY:

The Customer Success Manager (CSM) will be responsible for strategically engaging and managing a

portfolio of dedicated accounts for our cloud accounting and ERP solutions. The CSM will develop an

understanding of the customers’ businesses and goals while providing personalized recommendations

and selling additional licenses/software to their dedicated accounts, including new modules, users, 3rd

party software applications, hardware, hosting, and service level agreements. The CSM will work

closely with other internal teams including Accounting, Managed Services, Marketing, Pre-Sales, and

Professional Services.

POSITION RESPONSIBILITIES:

• Update and maintain CRM to include current applications being used by customer accounts;
• Be the primary point of contact for designated customer accounts;
• Effectively manage and communicate project objectives, requirements, expectations, concepts, and progress to the team, steering committee, senior management, and stakeholders as required;
• Provide account management for direct services customers;
• Meet expectations related to Sales Quota targets;
• Prepare and send quotations to customers for add-on purchases and/or contracts for professional services;
• Manage customer communications and opportunities in CRM;
• Focus on customer success and retention – supporting an excellent customer experience;
• Gain a comprehensive understanding of our products and services to provide relevant adoption and technical recommendations on solutions and enhancements;
• Place calls to customers on a regular basis to follow up on their overall satisfaction with the software applications and services from TAC;
• Ensure consistent adherence to project methodology, guidelines, and project management tools while recognizing and being flexible to individual customer needs;
• Determine potential opportunities for additional services and identify areas for improvement;
• Contact customers regarding their maintenance renewals and help facilitate all renewals due;
• Develop and maintain relationships with key business executives and IT stakeholders for all designated accounts;
• Develop and manage project plans, budgets, task lists, change control, and risk management reporting.
• Support relationships with software vendors including Sage, Acumatica, and key 3rd party vendors;
• Work with customers to ensure they are leveraging the solutions and achieving success while engaging fee-based resources as necessary;

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to write professional emails;
• Strong business acumen;
• Post-secondary education in either Business Administration, Marketing, Sales, or another related
• Problem-solving and adaptability;
• Time management and the ability to prioritize and delegate tasks;
• Experience with a CRM system or client database;
• Demonstrated ability to deliver exceptional customer service;
• Program;
• Technical proficiency – the ability to learn and demonstrate new technologies;
• Excellent verbal and written communication skills – strong phone presence, presentation skills, and
• Cloud ERP knowledge is an asset;
• Ability to effectively build/maintain relationships;
• 2 years experience in account/customer success management within the software industry;