Sr. Customer Success Manager

Fortra•US-MINNESOTA, MN

3d•$100,000 - $140,000•Hybrid

About The Position

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more! Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers.

Requirements

Minimum length of time in current role: Typically, 5-6 years
Related work experience: 8+ years of related experience in customer experience (plus if in a technology company)
Education requirements: Typically requires a bachelor's degree or an advanced degree with 6-8 years of experience
Excellent presentation, written, and oral communication skills
Strong interpersonal skills and experience initiating and building positive relationships
Strong organizational and time management skills with the ability to manage multiple projects
Cross functional leadership and team coordination skills
Proven ability to navigate difficult and complex customer concerns with ease
Creative problem-solver who acts confidently – spearheading solutions to problems that arise
Demonstrated ability to research issues in a resourceful manner prior to escalating
Subject matter expert in multiple brands
Demonstrated negotiation and persuasion skills; ability to be tenacious
Able and willing to travel on-site for customer visits as required by the business (up to 25%)
Keyboarding of 80% per day and primarily phone and computer work
Strong problem-solving and analytical skills with keen attention to detail.

Nice To Haves

in a technology company

Responsibilities

Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders.
Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.
Be the single point of contact and escalation for the customer, personally helping with questions/issues.
Coordinate with the Services team to understand the clients on-boarding process. Ensuring customers get off to the right start.
Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions.
Track customer activity to identify churn risk and work proactively to eliminate that risk.
Identify upsell opportunities and pass to Sales contact.
Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
Work closely with internal resources on escalation and resolution processes for critical customer issues.
Mentor and train new hires and less experienced peers.
Serve as a subject matter expert and go-to resource within department and outside of department.
Handle larger or strategic customer accounts as requested.
Lead special projects.
Perform additional duties and projects as assigned by management.