Client Success Manager

Alvaria Inc

About The Position

The Client Success Manager serves as the single point of contact and relationship manager for a group of customer accounts, acting as client liaison throughout the customer lifecycle. Develops customer relationships that promote retention and loyalty and prevent churning. Responsible for customer retention through renewing maintenance & subscription/service/license contracts for their assigned account base. They will demonstrate knowledge of Alvaria’s products and customer contracts. Works closely with customers to ensure they are satisfied with the services they receive and to improve areas of dissatisfaction. Supports the post-sales customer lifecycle as it relates to customer service, on-going support, and product adoption. Maintains contract revenue base at highest possible customer retention rate and protects revenue streams. Build relationships with all relevant stakeholders as a trusted advisor, through identifying operational and business issues and opportunities to continuously find areas of improvement. Consults with Global Technical Support on issues and escalations, Project Management on project status, Product Management and Engineering regarding in life product improvements and all aspects of the Alvaria business as the customer advocate.

Requirements

Superb customer management skills, clear communications, ability to manage cross-functionally
Outstanding interpersonal and networking skills
A history of consistent achievement of goals and targets.
Experience in product management, project management, and sales
Experience in working with complex, multi-divisional, multi-geographical customers and have experience influencing / directing others
Customer-Focused with a thorough knowledge of customer service practices
Excellent executive presentation and communication abilities, both oral and written
Extensive experience working with cross-functional teams (e.g. Sales, Products, Marketing, Engineering, Services)
Highly organized and proficient in Microsoft Office Suite, especially Excel and PowerPoint.
A history of consistent achievement of goals and targets, especially in the areas of Customer Retention (NRR, GRR)
Experience analyzing data including trend analysis to help drive and demonstrate customer service opportunities and solution adoption and value
Technical aptitude and ability to learn software programs
Excellent analytical and problem-solving skills
High initiative, self-motivated and proactive
Experience in a SaaS company in a customer-facing role
5+ years of relevant Renewals sales experience. (SaaS and on-premises environment) Customer Success experience or like role, such as, Account Management, Solution Consulting, Value Realization.
Experience and solid understanding of contact center operations, technology, and business challenges
Proven track record of driving service delivery and improvement, solution adoption and business value leveraging B2B technologies preferably in the contact center or SaaS industry
Bachelor’s degree in relevant field or equivalent/relevant work experience will be a must
Travel to meet with customers as necessary, expected around 20%

Nice To Haves

Preferring experience with Customer Relationship Management (CRM) software such as Salesforce

Responsibilities

Client liaison and advocate throughout the customer lifecycle serving as the single point of contact providing a personalized and positive service experience
Work renewals pipeline within an appropriate timeline to ensure on time renewals
Contact customer and share maintenance renewal quotes 120 days in advance of contract expiry and work to renew on time
Understanding of customer’s platform and goals (specific business needs/initiatives and priorities)
Proactive engagement to align Alvaria solutions to business outcomes & best practices
Facilitate customer meetings with internal experts on technical product adoption & strategic configuration tactics
Develops deep customer relationships across complex customer organizations with key stakeholders, business, and technology leaders
Recognize organic opportunities for expansion / growth, engage with AE to pursue
Maintain customer business action plan outlining adoption efforts being managed with the customer
Communicate company updates, improvements, new programs to customer
Ensure timely contract renewal and promote awareness of upgrade and add-on opportunities to customers & through the channel.
Limit loss of revenue / renewals – support save play actions required to retain customers.
Partner with the regional Account Executives as required in negotiations regarding pricing, terms and conditions and support of deliverables.
Escalate renewal issues as required and manage forecast of renewal and potential churn risk.
Ensure receipt of required documents for processing renewals (purchase order & signed quote)
Reviews case history of client for patterns and/or trends to provide proactive recommendations to minimize recurrence of product issues
Monitors and drives timely resolution of tickets and/or escalated tickets
Works closely with and collaborates across internal teams including Sales, Product Management, Cloud Operations, Support, and Professional Services to ensure the customer gets increased value and optimization of their solutions.
Communicates root cause analysis (RCAs) of the problems and action plans to customers
Anticipates issues on customer satisfaction and communicates any potential risks
Maintains updates on customer health and temperature in Salesforce
Develops deep customer relationships promoting retention/loyalty & preventing churn
Plan and manage regular Business Reviews with customers, proficiency in presentation skills
Able to articulate the business success achieved in using the Alvaria products
Engages with product management to help facilitate feedback & product roadmap requirements
Ensures customers are maximizing use of resources, i.e., Online Community, Education and Training
Promotes/facilitates/communicates benefits and value of upgrades, migrations
Maintain oversight of active implementations; attends project calls, review Project Management project updates