Senior Customer Success Manager

Role Overview

• Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions
• Maintain consistent Customer engagement and communication
• Experience leading on-site strategic business reviews and executive presentations
• Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.
• Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution
• Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups
• Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities
• Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell
• Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving
• Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.
• Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio
• Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities
• Update and manage key metrics in the following areas for each Customer in an account portfolio: Customer/Product health (RAG status) and overall account status
• Track customer metrics to ensure upward trends; create mitigation plans when metrics descend

Requirements

• 5 years as a CSM supporting customers in Financial Services and Wealth Management vertical
• Superior written and oral communication skills
• Detail oriented, meticulous record-keeping, highly organized
• Ability to manage multiple and concurrent (often competing) priorities
• Ability to understand and speak to different audiences (internal and external)
• Advanced critical thinking and problem-solving skills, focus on continuous improvement
• Proven track record in a Customer-facing role
• Exceptional collaboration skills
• Empathetic and positive attitude with a desire to make Customers successful
• Post-secondary degree or relevant experience
• Technical competency and aptitude with software applications, tools, and internal systems
• 8+ years in Customer Success, Account/Relationship Management, or similar roles