Key skills
Customer Success ManagementSaaS industry experienceTraining material developmentTraining session executionAdvanced troubleshootingPublic safety domainCustomer service orientationStrategic thinkingAnalyticsSaaSCommunicationCustomer SuccessSales
About this role
Axon is on a mission to Protect Life by addressing critical safety and justice issues with their ecosystem of devices and software. They are seeking a Customer Success Manager to enhance customer satisfaction and promote the usage of Carbyne's technology by managing operational activities and ensuring fulfillment of contracted KPIs and SLAs.
Responsibilities:
- Serve as the lead point of contact for any and all matters specific to our customers
- Develop trusted relationships with decision-makers, key personnel, and IT staff
- Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices
- Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders
- Work closely with internal teams to present, meet, and exceed customer expectations and perceptions
- Identify and track enhancement requests for future features and functionality
- Advocate for customer success and adoption
- Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals
- Identify upsell opportunities and communicate any potential risks that would threaten renewal
- Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs
- Enhance the effectiveness and efficiency of operational processes and systems
- Develop and implement customer success policies and procedures
- Identify and implement strategies to improve customer satisfaction and product adoption
- Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience
Requirements:
- Proven experience as a Customer Success Manager within the SaaS tech industry
- Must reside in VA- a must!
- Experience in generating training materials and executing training sessions on-site/remotely
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Passionate about building lasting customer relationships
- Ability to think strategically and lead
- Customer service orientation
- Comfortable speaking in front of large groups
- Willingness to travel up to 30% of the time for client visits
- Proven customer success experience is within SaaS company serving public safety