Launchmetrics is a company that prioritizes people and fosters a dynamic atmosphere. The Customer Success Manager will be responsible for managing key client relationships, ensuring client adoption, satisfaction, and retention, and acting as a strategic advisor to clients regarding system functions and features.
Responsibilities:
- Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI
- Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customizations and/or integration requirements
- Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight and is kept up-to-date regularly
- Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates
- Gather local client feedback and deliver feedback to product teams and to help prioritise projects and shape product roadmap
- Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately
- Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth
- Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team
- Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client
Requirements:
- Bachelor's degree or equivalent experience in business, or related field
- Minimum 2 years previous experience in Customer Success or On-boarding
- Ability to perform within a fast-paced, multi priority setting
- Customer-first mentality; ability to empathise and build customer loyalty
- Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration
- Strong critical thinking, analytical, and complex problem-solving skills
- Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive
- Excellent interpersonal skills for phone troubleshooting and writing skills through email
- Excellent time management and communication skills
- Experience working in the Fashion, Luxury or Beauty industry
- Exposure to global customers and an understanding of international markets is desirable
- Previous experience with technical integrations preferred
- Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred