Customer Success Operations Manager at Vasion, focusing on systems and processes for Customer Success. Supporting operational excellence and data - driven strategies for exceptional customer experiences.
About the role
- Customer Success Manager at Progress Software enhancing customer relationships through onboarding and adoption of products. Responsible for ensuring satisfaction and driving growth with strategic customers.
Responsibilities
- Act as trusted advisor for our customers and invest in the time to develop and enhance relationships with key stakeholders to earn the "trusted advisor" status where needed
- Be primary point of contact to proactively co-ordinate complex escalations, using your excellent communication skills to manage internal and external stakeholders, understanding technical complexities and the impact these have on the customers business
- Lead customers through post-sales customer journey by leveraging your understanding of the customer’s or partner’s business strategies, with a focus on product adoption and customer business goals and key initiatives
- Proactively reach out to customers who aren’t calling you to see how else you can help them be successful; drive adoption, identify expansion and add-on opportunities, and have a “good finger on the pulse” for each account
- Work with customers to ensure the successful onboarding and implementation of newly purchased products or releases, while coordinating all activities associated
- Understand and explain complex technical concepts to audiences at all levels within an organization
- Focus on and understand the business challenges customers are looking to solve and craft, prescribe, and help to drive solutions to meet those challenges
- Work with other internal resources to coordinate/facilitate high level demos, workshops, and training sessions to educate customers on current features based on best practices and provide visibility into current vs. future product features and capabilities
- Maintain a repository of critical customer information and feedback you learned through interactions with customers for product improvement to feed it back to the product, technical support, marketing, and sales teams
- Hold quarterly internal account reviews to discuss status of the product(s), technical challenges or future adoption of additional features
- Review and report monthly on what's completed from last review sessions, and any outstanding items and/or additional items
- Maintain clear records of the business case built for customers, including documentation of the relationships, to maximize renewal/upsell rates and execute a smooth renewal process
- Monitor customer health and rank ordering customers by likelihood to upgrade to current versions
- Track product adoption through features used
- Conduct site visits as needed and build strong relationships with key stakeholders and executives to naturally grow revenue and increase customer satisfaction
- Assist in maintaining industry leading customer satisfaction targets by proactively meeting customer needs and addressing customer concerns before they affect customer satisfaction
- Support Account Management team in maximizing the revenue protected via renewals and any new revenue generated from upsells or cross-sells
- Work closely with Account Manager to help close additional sales at assigned customers by identifying opportunities to increase Progress licensing
Requirements
- Proven experience working in a client-facing role (support, sales, account management, customer success, etc.)
- Knowledge of, and confidence articulating, key database and data platform technologies, such as relational databases, metadata, indexing, search and graph technologies (RDF, SPARQL, etc)
- Proven ability to build and maintain strong and trusting collaborative relationships with a diverse set of internal and external constituencies ranging from technical resources and senior level executives
- Ability to keep accurate, detailed records of activity in CRM (Salesforce.com experience preferred)
- Experience working with technology integrations and facilitating communication between services, engineering and business teams
- Strong communication, listening, presentation, and meeting facilitation skills to interact with all levels of customers, business managers, end users, software developers, and architects (includes senior executives)
- Demonstrated business acumen in understanding customer’s business goals and objectives with the ability to assess risks, identify the right approach to problems, make informed decisions, and provide innovative solutions
- Ability to lead cross-functionally in a dynamic and fast-paced environment to manage and resolve complex escalations and other problems, while maintaining a strong customer centric approach
- Excellent organizational, project management, multi-task, and time management skills
- Demonstrated high levels of integrity, initiative, energetic, empathy and motivation
- High levels of integrity and initiative, energetic and motivated
- Resourceful, adaptable, goal oriented, and willing to tackle challenges
- Ability to influence development activities
- Working knowledge of other Progress Software products a PLUS
Benefits
- Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan)
- Tuition Reimbursement program
- Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance
- Competitive salary, commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
- Flexible paid vacation time, paid day off for your birthday, and company holidays
- A variety of leave plans, including Parental Leave
- Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Customer Success Manager addressing customer inquiries for legal services from in - house legal tech team. Offering support for onboarding new clients and maintaining existing client relationships in a hybrid environment.
Customer Success Supervisor leading account management team for SaaS company, ensuring client satisfaction and retention while managing long - term partnerships.
Director of Customer Success at Mainspring Energy improving customer experience post - deployment. Collaborating with cross - functional teams to resolve issues and enhance system performance.
Senior Customer Success Manager responsible for onboarding and developing customer relationships for innovative logistics software solutions. Focusing on customer satisfaction and long - term partnerships.
Intern responsible for customer success journey orchestration at Cortex. Assisting in project management with a focus on client value delivery.
Enterprise Client Success Executive driving customer value and long - term partnerships at Meltwater. Collaborating cross - functionally to ensure client success and alignment with business objectives.
Senior Customer Success Manager at Cronofy guiding a portfolio of customers through onboarding, adoption, and renewal lifecycles. Focus on customer retention and revenue growth in SaaS accounts.
Customer Success Manager guiding care facilities through digital medication supply process. Enhancing care efficiency with the hellomedOS software, ensuring client satisfaction and training staff.
Customer Success Manager fostering client engagement and driving growth within the Colombian market for digital learning solutions. Building strong client relationships and implementing successful programs.