Customer Success Manager

Informa Group . • New York, NY

7d • $70,000 - $75,000 • Remote

About The Position

This is a remote position with limited travel. Candidates must be US based. The Zephyr Customer Success Manager (CSM) is tasked with working directly with clients to ensure success from the Client’s point of view. CSM’s will engage with clients with keen listening skills to capture the Voice of the Customer (VOC) and evaluate needed actions. The role is critical in accomplishing this mission by acting as the internal and external point-of-contact in managing towards the agreed upon solution for client-specific, tactical issues. They organize, manage, and execute cross-department, Client-related activities of critical importance to the long-term relationship with the Client . They are assigned the responsibility of maximizing our Client’s product and service satisfaction throughout this process and, ultimately, retaining our current and future client base.

Requirements

• Education – BS/BA from an accredited college/university along with 3-5 years work experience in the investment or financial services industry
• Communication Skills - Strong verbal/written communication skills internally and externally
• Presentation Skills- Strong presentation skills along with PowerPoint could be needed at times
• Interpersonal Skills - Superb interpersonal and relationship-building skills
• Responsibility and Initiative - An ability to work independently in an efficient and responsible manner
• Teamwork - Experience working effectively with others in a team setting
• Technology - A working knowledge of Microsoft Office applications and SFDC
• Time Management – Ability to adhere to timelines while managing multiple tasks
• Organizational and Multi-Tasking Skills - Exceptional organizational and problem-solving skills.

Responsibilities

• As the Customer Success Manager, you will drive and assist in the process of delivering for Clients in a manner which results in success for the client leading to the ultimate goal of contract renewal.
• You promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, listen to help identify new opportunities and collaborate with Client Services (CS), Sales, Account Management (AM), Product, and Development teams.
• You foster a relationship and deliver results over time and earn the view from the Client as being trusted advisor.
• Plan an overall strategy for all accounts leading up to contract renewals across all products
• Identify where risk exists within accounts, develop a plan, execute the plan, and drive to renewal
• Closely follow and engage at all stages of the Client lifecycle from post-sale to onboarding to renewal
• Examine usage statistics within Zephyr in order to capture the VOC and to plan accordingly where risks with adoption and usage are identified
• Continually monitor the evolution of the product, tools, videos, learning sessions, and more to leverage where clients will find more value from our tools and services
• Proactively call clients following up on the onboarding process, on-going customer service requests performed, effectiveness of trainings, and in instances – new product features
• Collaborate with needed cross functional departments related to capturing the VOC which includes Development, Product, Account Management, Client Services, Executives, and Individual Contributors
• Provide feedback from Client conversations to Individual Contributors and Managers
• Log Proactive Calling in SFDC as we strive to monitor the proactive engagement vs reactive engagement related to Client Services
• Use of various tools such as Pendo, SFDC, and Jira to drive activities on a daily basis
• Drive client projects and perform as Project Manager when necessary across the broader organization
• Develop opportunities and work with Sales to close the opportunity
• When involved with projects; manage risks, scope creep, and resets of client expectations
• Align objectives with company goals and drive to overcome obstacles to achieve goals
• Create and deliver monthly Executive Summary to upper management across renewals, Zephyr adoption, VOC highlights, Proactive Calling statistics, and highlights from AM/Project support
• Represent the business at trade events and on client site as needed
• Travel of <25% at times could be required along with potential for night or weekend work
• Ad-hoc tasks and/or additional duties as requested by direct manager

Benefits

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees