Strategic Customer Success Manager

Lean Techniques • Johnston, IA

391d

About The Position

The Strategic Customer Success Manager at Lean TECHniques is responsible for ensuring revenue growth and customer satisfaction within the existing strategic customer base. This role involves becoming a trusted advisor to customers, understanding their business and technology objectives, and leveraging LT's service offerings to meet those goals. The position focuses on strategic account growth, customer retention, and fostering strong relationships with key stakeholders to enhance customer loyalty and satisfaction.

Requirements

• Demonstrated experience in strategic account leadership and aligning account strategies with long-term customer objectives.
• Proven ability to identify key account growth opportunities and suggest additional products or services that add value.
• Strong problem-solving skills with a focus on creative solutions and conflict resolution.
• Proficiency in building and maintaining strong client relationships and ensuring high levels of satisfaction.
• Ability to gather, interpret, and act on customer feedback to inform service improvements.
• Desire to work in a fast-paced sales environment with large growth objectives and flexibility to adapt to changing market conditions.
• Attention to detail and responsiveness to client needs.

Nice To Haves

• Certified Scrum Master certification.
• Experience in conflict management and employee orientation.

Responsibilities

• Increase revenues from existing strategic customers by meeting pre-established growth goals.
• Identify and present cross-sell/upsell opportunities within the customer portfolio.
• Manage contract renewals to achieve a renewal rate of at least 95% for strategic accounts.
• Build and implement a strategic growth strategy aligned with customer business strategies.
• Develop influential relationships with key decision-makers and stakeholders at customer organizations.
• Increase customer loyalty by acting as a trusted advisor and advocate.
• Identify opportunities for customer education and engagement.
• Collaborate with customers to resolve issues quickly and effectively.
• Demonstrate knowledge of LT's product and service offerings and when to involve subject matter experts.
• Share key feedback trends with internal stakeholders to improve customer positioning.
• Achieve a minimum Customer Satisfaction (CSAT) score of 90% across managed accounts.
• Conduct quarterly business reviews to identify value addition opportunities and ensure a Net Promoter Score (NPS) of 8 or higher.
• Proactively manage projects to ensure customer satisfaction and prevent issues from arising.
• Seek opportunities to optimize LT's customer success processes and provide best-in-class customer experience from onboarding to offboarding.
• Monitor and report on progress towards goals, including annual and quarterly OKRs for key accounts.

Benefits

• Competitive salary range of $91.7K - $116K per year.
• Full-time employment with potential for career growth.
• Opportunities for professional development and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed