Lead Customer Success Manager

Lead Customer Success Manager

Requirements

• Strong organizational and multitasking abilities.
• Strong interest in using Artificial Intelligence to improve organizational productivity.
• Strong strategic thinking and problem-solving skills.
• Excellent communication skills, both verbal and written, with the ability to interact effectively across all levels of the organization.
• Strong Office 365 skills with a focus on Teams, Outlook, Sharepoint, Excel, Powerpoint and Co-Pilot.
• Analytical mindset with attention to detail.
• Adaptability and ability to thrive in a fast-paced, dynamic environment.
• Proactive and results-oriented.
• Collaborative team player with a customer first, service-oriented mindset.
• Bachelor’s degree (BS/BA) desired.
• 5+ years of related experience.

Responsibilities

• Serve as the primary point of contact for customers, fostering long-term relationships to become a trusted advisor, and staying proactively engaged to ensure the product or service is functioning as intended and adding expected value.
• Leverage deep knowledge of client industries, products, and market roles to provide expert guidance, enhance customer awareness, and make strategic product recommendations, while identifying renewals, migrations, upsell, and cross-sell opportunities to achieve desired customer outcomes.
• Monitor customer usage, satisfaction, risk, and success metrics, providing regular reports and insights, and assisting in the development of strategic direction and positioning of focused projects to drive customer engagement, retention, and growth.
• Conduct knowledge transfer through delivering training and minimal technical guidance, providing feedback to product development teams on service offering improvements, and conducting complex work, unsupervised, with extensive latitude for independent judgment.

Preferred Qualifications

No preferred qualifications provided.