Client Success Manager
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About The Position
The Client Success Manager (CSM) at Custom Computer Specialists plays a crucial role in ensuring that customers receive the necessary tools and support to achieve their goals. This position involves advising clients on purchasing decisions and facilitating the onboarding of new users after a purchase. The CSM must possess a deep understanding of customer needs and behaviors, which will be communicated to the sales, marketing, and product teams to enhance service delivery and product offerings. The CSM acts as an advocate for the company while also being the voice of the customer, ensuring that their feedback and requirements are prioritized in the company's operations. In this role, the CSM will oversee annual renewals and identify opportunities for upselling and cross-selling based on a thorough understanding of the client's objectives. Establishing trust and credibility with assigned clients is essential, as the CSM will serve as a trusted advisor. Responsibilities also include conducting user group meetings and attending relevant conferences to stay connected with clients and industry trends. The CSM will be the escalation point for client issues that go beyond basic support, ensuring that all concerns are addressed promptly and effectively. The CSM will own the client renewal process for the Infinite Campus software and will work towards improving the overall client experience, enhancing interactions among various teams, and promoting the expansion of Infinite Campus usage. This position requires a commitment to learning about the Infinite Campus application and understanding its competitive landscape, including third-party systems that clients may currently utilize. The CSM will collaborate with the entire Infinite Campus team and engage with the client base as needed to ensure success and satisfaction.
