Associate Customer Success Manager
About The Position
The Associate Customer Success Manager (ACSM) at Reltio will focus on supporting tech touch customers to ensure they derive maximum value from our platform. You will act as a key post-sale contact to ensure customer adoption, guide them in using our products, and assist in driving retention. This role requires a customer-focused mindset, where you will work with customers to understand their goals and help them get the most out of Reltio’s products through self-service tools and automation. As an ACSM, your role will be to foster strong relationships, support customers in their journey, and help them realize the full value of Reltio solutions. You'll play a crucial role in customer retention by helping customers succeed with Reltio products in an efficient, scalable manner.
Requirements
- Bachelor's degree in Computer Information Systems, Business Technology, or similar degree
- Strong interest in customer success, technology, and learning about SaaS products.
- Possess strong, verbal and written communication skills with the ability to build trust and rapport with customers.
- Ability to understand customer needs and articulate how Reltio products can help them achieve their business objectives.
- Ability to manage time and prioritize effectively, balancing the needs of multiple customers.
- A passion for helping others and a willingness to learn in a dynamic, fast-paced environment.
- Experience or interest in software architecture and understanding how applications fit together within a customer’s ecosystem.
- Experience with cloud software solutions or an interest in learning about SaaS and cloud technology.
- A problem-solving mindset with a focus on delivering practical solutions and value to customers.
Nice To Haves
- Basic knowledge of customer success metrics (such as retention, adoption, and growth) is a plus but not required.
Responsibilities
- Manage a portfolio of tech-touch customers using Customer Success tools (Gainsight, and internal tools) to ensure that Reltio is adopted well and the customer is deriving value from the solution to promote ROI and customer retention.
- Develop a basic understanding of each customer's business goals and objectives to tailor support and encourage product utilization.
- Assist customers with utilizing available resources, such as Reltio Documentation, Reltio Learn and Support, to achieve their goals.
- Document and review the success plan, provide guidance on the customer journey to help customers achieve their goals
- Track customer health and adoption metrics to identify opportunities and potential risks, and proactively address customer needs.
- Timely data capture and documentation within internal applications to ensure data driven decisions are being made to proactively identify adoption and retention risk.
- Identify, document and track critical customer information such as usage, health scoring and desired outcomes to make data driven decisions across the organization to proactively identify and mitigate risk.
- Monitor customer progress and usage data, escalating high-risk accounts to senior team members as needed.
- Regularly communicate with customers to check in on their satisfaction and help them troubleshoot any challenges they encounter.
- Identify opportunities for customers to expand product usage, driving cross-sell or upsell opportunities through tech touch strategies.
- Collaborate with the sales and support teams to ensure a seamless customer experience and drive engagement with new product features
Benefits
- flexible work arrangements
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
