Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Customer Success Manager responsible for managing client relationships and ensuring satisfaction in an IT service provider. Building strong technical understanding and delivering exceptional service.
Responsibilities
- Serve as the primary point of contact for assigned clients, building and maintaining strong relationships to ensure client satisfaction and success.
- Understand clients' business objectives and develop a deep understanding of their technical requirements.
- Act as a trusted advisor, providing expert guidance and best practices to clients to help them achieve their desired outcomes and maximize the value of our services.
- Collaborate with cross-functional teams including sales, support, and technical teams to ensure smooth onboarding, implementation, and ongoing support for clients.
- Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross selling our services.
- Monitor client usage and adoption of our services, proactively identifying areas for improvement and making recommendations to enhance their experience.
- Provide training and product demonstrations to clients, ensuring they have a comprehensive understanding of our offerings.
- Act as an advocate for clients within the organization, communicating their feedback, needs, and requirements to the appropriate teams.
- Stay up to date with industry trends and advancements and share knowledge and insights with clients to help them stay ahead of the curve.
- Continuously seek opportunities to improve internal processes and contribute to the overall growth and success of the company.
Requirements
- 2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider.
- Strong technical background with a solid understanding of IT infrastructure, networks, and systems.
- Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
- Proven track record of managing client relationships and delivering exceptional customer service.
- Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders.
- Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues.
- Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team.
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Bachelor's degree in a relevant field is preferred.
Benefits
- 100% remote position
- Paid Time Off including paid holidays and float holidays
- Bonus potential based on individual and company performance
- Highly competitive and flexible medical, dental, and vision benefits plans
- 401(k) with employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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