Customer Success Manager
About The Position
Provides strategic leadership and direction for the delivery of enterprise-level support and service activities for company products and services. Develop support delivery strategy and related processes, escalation procedures and training. Liaises between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to the customer/client. Selects, develops and evaluates personnel to ensure the efficient operation of the function. Incumbents who are responsible for managing teams carrying out client relationship management or day-to-day delivery of professional services engagements or outsourced solutions should be matched to Client Relationship Management or Outsourcing Delivery Program Management. Incumbents who are providing strategic leadership for the delivery of pre-sale and/or post-sale support and customer relationship management for multiple phases and aspects of the client relationship, including ordering, pricing, scheduling and support, should be matched to Customer Service. Employees managing a team who builds post-sales relationships with customers to drive and increase adoption and utilization of company products should match in the Sales function to Customer Success.
Requirements
- Bachelor’s degree preferred
- 3-5 years of experience in sales, account management, or customer success
- Excellent written skills
- Exceptional verbal phone communication
Responsibilities
- Act as trusted adviser and escalation point
- Advocating internal customer escalations from other departments: Support, Billing, Product, Legal, and Sales
- Responsible for customer satisfaction and working diligently to create promoters and loyal customers willing to purchase additional services, spread positive word of mouth, and act as willing references
- Provide an unequaled customer experience for your accounts and function as the customer advocate and owner of all matters related to your customers
- Perform monthly check-ins with primary accounts
- Create and deliver monthly digital outreach notices to existing customers
- Penetrate account and develop a trusted advisor relationship with key customer stakeholders, C-level executives, and executive sponsors.
- Meet renewal, retention, growth and other account targets
- Identify, communicate, and mitigate account risks
- Be their customer’s advocate and “voice” within ChargePoint
- Successfully triage priorities and effectively adapt to ensure customer value is assured
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
