Customer Success Manager
About The Position
SS&C Blue Prism Document Automation is seeking a Customer Success Manager to join their small, collaborative Customer Success team. The Customer Success Manager is responsible for nurturing customer engagement with the ultimate focus on customer retention and growth. This role involves building long-term relationships, ensuring timely renewals, serving as a trusted advisor, developing customer success strategies, and acting as the primary point of contact for customer support and escalations. The ideal candidate is organized, analytical, quick to understand complex issues, and enjoys partnering with team members to creatively solve client challenges.
Requirements
- College Degree or equivalent experience.
- 3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience.
- Previous experience in a technology company, ideally SaaS.
- Ability to generate reports, analyze and present data to customers.
- Computer-savvy, including Excel.
- Ability to manage multiple customers simultaneously.
- Take initiative, be proactive and outcome-driven.
- Able to communicate both problems and solutions clearly, effectively, and kindly.
- Stellar problem-solving skills.
- Know how and when to collaborate and escalate to solve a problem.
Nice To Haves
- Comfortable in a startup setting is ideal.
Responsibilities
- Build long term relationships with customers
- Ensure timely renewals, participate in legal negotiations.
- Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions.
- Develop and own customer success strategies, account plans, and best practices.
- Become proficient in our product and be able to perform setup tasks for customers.
- Own the renewal process of key enterprise accounts with a focus on growth and expansion.
- Primary point of contact for customer support.
- Run and provide performance reports to key clients on a quarterly and annual basis.
- Coordinate and manage customer escalations.
- Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally.
- Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion.
Benefits
- medical, dental, and vision coverage
- a 401(k) plan with company match
- paid time off, holidays, and parental leave
- professional development reimbursement opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
