Client Success Manager
New
D
Dakota SoftwareSaaS
United StatesFull-Time
SalaryUSD 60000 - 75000 / year + bonus
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Job Details
- Required Skills
- Project ManagementCustomer SuccessSaaSAccount ManagementCRM
Requirements
- Bachelor's degree in Sales, Business Administration, or related field; or equivalent experience
- Experience in a customer facing role, such as customer success, account management, sales or consulting
- Experience in Customer Success in a SaaS business preferred
- SaaS software sales experience preferred
- Ability to communicate effectively in both oral and written form
- Skilled in identifying needs and solutions to problems
- Ability to process information logically
- Skilled in time-management and prioritization to meet close deadlines
- Ability to follow instructions, and proven methods or techniques to client success
- Skilled in active listening, and ability to empathize with clients and their experience to build supportive and trustworthy relationships
- Ability to deliver high-quality presentations
- Skilled in persuading others to change their minds or behavior
- Skilled in bringing others together and negotiating
- Proven ability to work independently and in a team environment
- Ability to learn new technologies quickly
Responsibilities
- Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources
- Project manage client onboarding to successful outcomes, accelerating the time they begin finding value
- Engage with client stakeholders to understand the client's business goals and objectives
- Collaborate with the Business Analyst to determine a solution to client request and project approach
- Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones
- Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites
- Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements
- Manage and facilitate project communications to stakeholders and project team members
- Identify and manage project risks, and work with clients to avoid or minimize impact
- Drive early adoption, setting KPIs and success metrics
- Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features
- Mine current customer relationships for up-sale possibilities, expansions and renewals
- Accurately forecast sales projections and the value of deals
- Keep management abreast of developments in major accounts
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