Customer Success Manager (remote OR onsite) in Portland, OR at Vaco

Date Posted: 8/8/2019

Job Snapshot

Job Description

About the position :

We are looking for Customer Success Manager's (CSM) to join our growing Customer Success Team who are a key in helping our valued customers achieve their strategic objectives and maximum value from their investment. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations, and capabilities and match these to the clients' business goals, while also identifying revenue opportunities. The CSM serves as the business liaison between the customer and all cross functional teams including our Executive team, Product Management, Engineering, Solution Architects, Training and Enablement and others.

Responsibilities :

  • Managed a portfolio of up to 5 accounts throughout their lifecycle

  • Orchestrate overall relationships with assigned clients, which will include Growing adoption, ensuring retention, and happiness.

  • Early engagement with the account from close of sale and forward to ensure a constant and high degree of communication as customer transitions from POV into deployment and onto operational state and support

  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives.

  • Measure and monitor customer's achievement of critical and key performance indicators, reporting both internally to the account team and externally to account sponsors and executives.

  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.

  • Establish yourself as the trusted/strategic advisor with accounts and drive continued value of our platform and services.

  • Work closely with the Account Team (Account Manager, SA, Training and Enablement) to find opportunities for new usage across organizational functions.

  • Work to identify and/or develop upsell opportunities.

  • Advocate customer needs/issues cross-functionally and program-manage customer concerns.

  • Assist and provide expert deployment, operational standard methodologies and establish a Center of Excellence.

  • Provide insight with respect to the availability and applicability of new products and features.

  • Support Training and Enablement in identifying and recommending staff training opportunities.

  • Identify in cooperation with the Account team the key success criteria for deployment and drive customer happiness.

  • Act as the liaison for technical inquiries, issues or escalations. This will include working with Solutions Architects, Engineering and Product Management (i.e. roadmaps), or others as needed.

  • Maintain current functional and technical knowledge of the platform and future products.

  • 25-50%Travel



REQUIREMENTS

Requirements

Ideal candidates will have :

  • 3-5 years experience in a related function with direct customer advocacy and engagement experience in post-sales, professional services or client management functions

  • 1-3 years experience as an CSM/TAM/BCAM in a similarly sized organization and working with large enterprise accounts

  • Experience developing product use-cases with customers.

  • You will be a strong teammate, but still a self-starter.

  • Possess exceptional verbal, written, social, presentation, and interpersonal skills.

  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical.

  • Good technical and problem solving skills coupled with the ability to provide quick resolution to problems.

  • Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value.

  • Experience navigating and steering customer engagements to completion with a high level of customer happiness.

  • Ability to coordinate cross functionally and balance the needs of the customer with the needs of the organization

  • Understanding of business process and workflow

  • Solid understanding of IT security strategies

  • Knowledge of enterprise IoT infrastructures and configuration, including support and security operations

  • Knowledge of IoT and security technologies and best practices (preferred)

  • Knowledge of software implementation and patch management tools (preferred)

  • High-level knowledge of SQL and SQL Server

  • Knowledge of compliance and regulatory standards/operations a plus

  • Knowledgeable of both technology and business concerns

  • CISM, CISA, CISSP are helpful

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