Customer Success Manager

Customer Success Manager

Requirements

• Minimum 3+ years of experience in a Customer Success or Account Management role within a technology-based company.
• This role requires MTN/PST business working hours.
• Experience working within SaaS/PaaS environments.
• Must be able to work within outlined policies, procedures, and timelines.

Responsibilities

• Reporting and communicating overall health of accounts within client portfolio; Including escalating client health changes to necessary managers and peers.
• Set up and manage re-occurring client touchpoint cadence to address client questions, concerns, share information and build relationships.
• Manage contract renewals and/or amendments to contracts.
• Become an expert on the Xplor Recreation platform providing technical and business solutions; assisting with product adoption, optimization and change management.
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation.
• Work seamlessly with various teams across Xplor Recreation to ensure we’re delivering quality and thoughtful products and solutions to our clients.
• Portfolio retention and churn prevention.
• Ensure communications and relevant materials are provided professionally, consistently and in a timely manner.
• Attend and coordinate client meetings, events, and conferences, as required.
• Build client reference lists for future opportunities.
• Provide recommendations and leverage product experience to provide top-quality solutions for clients.
• Provide recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating the delivery of Professional Services, Training and hardware.
• Provide client reporting on current state with Xplor Recreation.
• Participate in brand and sales promotions.
• Manage client communications, both internally and externally, using appropriate tools and platforms (e.g. email, phone, CRM).
• Provide appropriate internal reports and updates to Manager.

Preferred Qualifications

• Liaison: Professional attitude.
• Technical aptitude and passion for innovation.
• Self-Motivated; Desire to learn to build skills and expertise.
• Exceptional oral and written communication skills.
• Experience with event management and conferences.
• The ability to work effectively under pressure in a fast-paced, changing environment.
• Strong customer relations skills.
• The ability to prioritize appropriately and multi-task effectively.
• Strong problem-solving, analytical, follow-up skills and detail oriented.
• Collaborative and team player mindset and approach to working.