Customer Success Manager
As a Customer Success Manager, you will be responsible for developing and maintaining customer relationships that promote retention and loyalty. You will work closely with customers to understand their specific Value Selling use cases to ensure they are satisfied with the VisualizeROI platform to which they subscribe and, in partnership with Product Management, improve upon any areas of dissatisfaction. Your primary interactions with customers will be to facilitate their technical support with the goal of keeping them satisfied with VisualizeROI’s products.
Duties and Responsibilities
As Customer Success Manager, you must know VisualizeROI’s products inside and out. You will be called upon to provide technical support or to provide in-depth product training to customers. You will help customers plan and understand the best ways to utilize VisualizeROI platform based on the customer’s needs. The role of Customer Success Manager is not focused on making sales, rather on educating customers on the flexibility and capabilities of VisualizeROI’s platform so customers are encouraged to continue using them.
Your primary responsibility will be to reach out to all assigned customers on a regular basis, understand and share usage metrics, drive continued adoption and continuously explore expansion opportunities.
Customer Success Manager Skills
As a Customer Success Manager, you should possess fantastic interpersonal skills and be capable of developing relationships that enable you to be a strong advocate for the customer with VisualizeROI’s internal teams. You will need to be highly organized and have experience managing status updates regarding the efforts of others on the customer’s behalf. You should also be an excellent communicator both orally and in writing; capable of presenting to technical and non-technical audiences at various levels within a customer organization.
Core skills:
- Proficiency in Microsoft Office Suite, specifically Excel and PowerPoint
- Knowledge of customer service practices
- Ability to learn new technologies quickly to expert level (capability to instruct others)
- Experience working with sales and marketing automation software companies desired
Advanced skills:
- Experience with Customer Relationship Management (CRM) software, Customer Success software, and ticketing systems
- Bachelor’s degree