Senior Customer Success Manager

Talitrix, LLC•Arlington, MS

7d•Onsite

About The Position

Successfully manage the administration of client programs, addressing client needs and growing the business, hold cross-functional responsibilities between Operations and Business Development. As a key member of the leadership team, the Sr CSM will help craft and execute our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Requirements

Bachelor’s degree in business, criminal justice, or related field
2+ years Sales/client relationship management
Experienced professional with some sales/client relationship or management experience
Must be able to travel extensively throughout Louisiana and surrounding states as needed. Both day trips and overnight travel will be required based on business needs.
Active team player, self-starter, and multitasker who can quickly adjust priorities.
MS Office proficiency (Word, Excel, Outlook, SharePoint, PowerPoint)

Nice To Haves

Law Enforcement or govt employment a plus
Preferable in a technology-based company
Criminal Justice experience either directly or as a vendor is a plus
Salesforce or other CRM experience a plus

Responsibilities

Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
Maintain existing customer-success metrics and data as directed.
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
Prepare documentation or visuals of account performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
Work with sales and marketing teams to boost customer referrals and develop case studies.