Customer Success Manager

eGroup Enabling Technologies

6d•Remote

About The Position

eGroup is seeking a Customer Success Manager to join our growing Customer Experience (CX) practice, working with customers across a variety of engagements and scenarios to drive world-class satisfaction with both internal and external CX. This is a unique opportunity to be an early contributor to our continued development of the eGroup CX strategy, reporting directly to the VP of Customer Experience. Job Purpose The eGroup CX practice is of high strategic importance to our organization, and the CSM role is an integral part of this strategy. Our CSM resources leverage our “five A’s” strategy in every interaction, driving exceptional satisfaction at all stages of the customer journey. This role demands not only outstanding collaboration with client teams spanning diverse industries and organizational scales, but also seamless integration and partnership with all internal departments across eGroup Enabling Technologies. The CSM is responsible for measuring and monitoring customer satisfaction, supporting constant improvement in the CX strategy, and working with internal resources to champion exceptional CX behavior in all interactions. eGroup CSMs must be able to balance tactical aspects of the job (strategy, tracking, fiduciary goals) with interpersonal skills to delight our customers.

Requirements

Bachelor’s degree in Business, Communications, or Marketing with notable experience in a technical capacity or technical degree (Information Technology, Computer Science, etc.) with relevant experience in customer relationship management.
Equivalent combination of experience and/or education as substitute for a formal degree.
2+ years in a direct customer facing, customer success role.
2+ years experience with an IT consulting organization.
Experience in creating and implementing successful CX programs.
Experience in developing organizational strategies leveraging IT investments.
Experience in developing internal success programs.
Knowledge of CX best practices and methodologies.
Knowledge of the IT industry, including current and relevant trends and topics.
Extremely high level of trustworthiness and integrity in dealing with both internal and external clients.
High levels of passion, energy, and client empathy.
Exceptional planning and organizational skills.
High degree of foresight and anticipation when working with clients.
Creative and visionary approach to CX methodologies and delivery.
Skilled interpersonal communicator, adept in mediating complex and often difficult conversations between end customers and disparate internal departments.
Passion for betterment of the organization through creation and implementation of internal CX strategies.

Nice To Haves

Formal training and certifications in fields relevant to CX a plus.

Responsibilities

Develop journey maps and outcome goals tracking for assigned client engagements.
Act as the “CX Membrane” for assigned clients, collaborating with other departments to determine best approaches for engagement.
Work closely across a variety of eGroup departments to deliver exceptional client experiences.
Provide CSM services for both professional services projects and managed services engagements.
Monitor customer satisfaction through regular measurement and reporting and implement targeted strategies to address areas requiring improvement.
Concentrate on cultivating robust client relationships to uncover further business opportunities with assigned accounts.
Meet objectives for customer retention by minimizing churn and expanding client relationships through additional products and services.
Achieve targets for client satisfaction, including measurements for overall CSAT, NSAT, TTV, CLV, CES, and other key metrics.
Effectively escalate and resolve customer issues with expertise, urgency, and tact across multiple departments within eGroup.
Contribute directly to continuous improvement of our CX practice.
Although this position does not involve supervisory duties, providing coaching and education to other eGroup Enabling Technologies team members on CX delivery and strategy will be an integral part of the role.