Senior Customer Success Manager

Engageware•Burlington, MA

5d•Hybrid

About The Position

As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base. You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.

Requirements

Superior written and oral communication skills
Detail oriented, meticulous record-keeping, highly organized
Ability to manage multiple and concurrent (often competing) priorities
Ability to understand and speak to different audiences (internal and external)
Advanced critical thinking and problem-solving skills, focus on continuous improvement
Proven track record in a Customer-facing role
Exceptional collaboration skills
Empathetic and positive attitude with a desire to make Customers successful
Post-secondary degree or relevant experience
Technical competency and aptitude with software applications, tools, and internal systems
8+ years in Customer Success, Account/Relationship Management, or similar roles
Travel is required

Responsibilities

Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions
Maintain consistent Customer engagement and communication
Experience leading on-site strategic business reviews and executive presentations
Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.
Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution
Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups
Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities
Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell
Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving
Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.
Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio
Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities
Update and manage key metrics in the following areas for each Customer in an account portfolio: Customer/Product health (RAG status) and overall account status
Track customer metrics to ensure upward trends; create mitigation plans when metrics descend
Cadence
Account management information and statistics
Usage of Engageware products
Voice of Customer