Customer Success Manager

Renishaw•New York, NY

About The Position

Brightmine has been providing HR solutions since 2002, empowering organizations to build successful workforces and create a purposeful workplace for all. We provide expert insight and practical tools to help organizations achieve greater efficiency, reduce risk and increase employee engagement. Today, we are delivering smarter data analysis tools and cutting-edge technology to support future demands on HR in an increasingly digital world. You can learn more about the Brightmine product portfolio here: https://www.brightmine.com/us/ Reporting into the Customer Success & Delivery leadership team, the Customer Success Manager will be responsible for supporting our US accounts, across the Brightmine product portfolio. This will include ensuring that our users are successful with their aims and objectives by utilising the Brightmine products. This will be achieved through our training and engagement programme. The Customer Success & Delivery team is at the heart of the Brightmine business and plays a pivotal role in proactively ensuring the success of the Brightmine UK and US userbase. Brightmine’s vision is about creating an inclusive, people-focused environment. A culture where individuals with ambition, curiosity and ideas can make an impact. Where you can think big, aim high and explore more.

Requirements

World class customer service skills
Relationship builder
Training delivery
People orientated, excellent listening and communication skills
Commercial acumen
Excellent time management
PC literate
Highly motivated
Able to acquire an effective working knowledge of the Brightmine product portfolio
Able to build and maintain relationships with external and internal stakeholders

Responsibilities

To successfully support our accounts and end users to achieve success from using the Brightmine products.
To upskill end users via our engagement programme, ensuing an understanding on how our products work and how our users can achieve business success using the product. This will be achieved via:
Online training delivery – 121 and group sessions, with a specific focus on maintenance and retention training.
Using our data driven outreach programme to drive higher product engagement, making the right touch point at the right time.
To support with escalated helpdesk enquiries.
Ensuring the account is set up for success, that the right users are on the subscription and these users can access our products.
Identifying upsell and cross-sell opportunities where appropriate.
Provides excellent customer service and ensures all clients queries are dealt within the required SLA.
To ensure an accurate record of all customer engagement is logged in accordance with the Customer Success & Delivery.
Reports to the Customer Success & Delivery leadership team on activity delivered.
Provides key insights back to the business on trends seen in the enquiries received, to support future process and product development.