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Senior Customer Success Manager
Posted 12 days agoViewed
💎 Seniority level: Senior
🔍 Industry: SaaS
🏢 Company: Rewst👥 11-50💰 $45,000,000 Series C 8 months agoRoboticsRobotic Process Automation (RPA)Information TechnologySoftware
Requirements:
- MSP experience required.
- Proven experience in a customer-facing role, such as customer success, account management, or consulting, preferably within a technology or SaaS company.
- Excellent interpersonal and communication skills, with the ability to build rapport and trust with diverse customer stakeholders.
- Strong problem-solving and critical-thinking abilities, with the capacity to analyze complex situations and provide creative solutions.
- Results-oriented mindset with a focus on driving customer satisfaction and achieving business goals.
- Technical aptitude and the ability to quickly learn and understand complex software applications.
- Self-motivated and proactive, with the ability to work independently and as part of a team in a fast-paced, startup environment.
- Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts simultaneously.
- Familiarity with customer success platforms, CRM systems, and other relevant tools is a plus.
- A passion for technology and a desire to stay abreast of industry trends and advancements.
Responsibilities:
- Develop and maintain strong relationships with a portfolio of assigned customers, serving as the primary point of contact for their success-related needs.
- Understand customer goals, objectives, and desired outcomes to align with our products and services, ensuring maximum value realization.
- Actively engage with customers through regular communication, including onboarding, check-ins, and business reviews, to understand their challenges and provide solutions.
- Serve as a customer advocate within the company, working closely with cross-functional teams (sales, product, and support) to resolve customer issues and address their needs effectively.
- Identify expansion opportunities within the customer base by understanding their business requirements and promoting relevant product offerings.
- Monitor customer health metrics, usage patterns, and customer feedback to proactively identify areas for improvement and address any potential risks or concerns.
- Provide product training and support to customers, ensuring they have the knowledge and resources to fully utilize our solutions.
- Stay up to date with industry trends, best practices, and new product features to effectively consult and educate customers on maximizing their ROI.
- Collaborate with the sales team to support upselling and renewal activities, providing insights and recommendations based on customer usage and engagement.
- Contribute to the continuous improvement of customer success strategies, processes, and resources to enhance overall customer experience.
- Complete Rewst Foundations Certification or show comparable knowledge of the Rewst platform.
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