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Customer Success Manager
Posted 2 days agoViewed
💎 Seniority level: Manager, 3 to 6 years
🔍 Industry: Supply Chain and/or ERP domain
🗣️ Languages: English
⏳ Experience: 3 to 6 years
Requirements:
- 3 to 6 years experience working in Supply Chain and/or ERP domain
- Strong communication through telephone and call handling skills required.
- Strong presentation skills, superior communication (oral & written) skills; must be able to communicate for impact and motivate the customer to take action.
- Must have the ability to manage multiple tasks required.
- Must have demonstrable knowledge of business functions and be willing to grow to learn additional functions.
- Strong organizational behaviors which include planning and follow up, people service aptitude and ability, able to manage multiple priorities, builds strong relationships.
Responsibilities:
- Primary point of contact with SMB Enterprise Customer Accounts globally, discussing their business and obtaining information on personnel, growth, etc.
- Solicit decision-makers on needs for additional licenses, upgrades, or services for software and generate revenue.
- Create and Maintain the overall Customer Journey artifacts.
- Cultivate customer satisfaction.
- Work to understand customer growth and future user potential.
- Partner with sales executives globally to ensure they are informed about issues, support escalations, events, growth, etc. of assigned customers.
- Support deal execution as needed, including customers procurement group.
- Notify sales executive of new opportunities in existing customers or new leads.
- Keep a record of each customers organization showing growth, changes, decision-makers, etc.
- Maintain customer relations/satisfaction: Answer questions from customers, sending out information or referring the customer to other internal resources as needed; schedule meetings for sales calls with customers; alert management of possible use of unlicensed QAD software at customer sites or of possible customer satisfaction issues; network with customers for new sales leads.
- Work with Marketing on proactive communication, webinars, lead gen to the installed base.
- Ability to communicate Value of Support to customers and help identify customers At Risk.
- Create referenceable customers
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