Senior Customer Success Manager
New
F
FormaEmployee Benefits Software
United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Salesforce
Requirements
- 5+ years of experience in customer success, account management, business development or a related customer-facing role
- Strong interpersonal and communication skills
- Excellent problem-solving abilities
- Proactive approach to addressing customer needs
- Ability to work collaboratively with cross-functional teams
- Highly organized with strong time management skills
- Ability to manage multiple accounts and priorities simultaneously
- Familiarity with Salesforce or other customer success tools is a plus
- Customer-centric mindset with a passion for delivering exceptional customer experiences
- Ability to handle and deescalate challenging situations with professionalism and empathy
Responsibilities
- Manage a portfolio of 30+ commercial and enterprise customer accounts
- Serve as the primary point of contact for customers, building strong, lasting relationships and understanding their needs and objectives
- Drive product adoption and ensure customers are leveraging our products effectively to achieve their goals
- Conduct regular business reviews, providing insights and metrics to track customer success and identify areas for improvement
- Collaborate with support, operations, and product teams to address customer requests and enhance their experience
- Own account administration for your book of business, including: keeping CRM up to date, communicating to customers regarding contracting, invoicing, and product changes
- Gather and analyze customer feedback to identify trends and areas for product/service improvements, sharing insights with internal teams
- Work closely with the Account Management team to ensure smooth transitions for renewals and help grow existing business by providing them with qualified leads
- Participate in team meetings, training sessions, and key initiatives to improve overall CS efficiency and deliver an exceptional customer experience
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