Customer Success Manager

Impartner Software is a global leader in the channel management sector, seeking a Customer Success Manager to drive customer adoption and outcomes. The role involves managing a portfolio of named customers, ensuring they achieve ROI and renew their contracts, while also providing technical support and collaborating with the sales team.

Responsibilities:

• Providing best-in-class responsiveness by creating an experience for the client in which they feel confident getting to a resolution. This may include influencing policies and procedures that optimize the customer experience
• Gathering customer feedback to better inform our sales process and product roadmap, ensure completion of support tickets and service requests, advise on best practice configurations of the Impartner software, and provide strategic guidance to our customer decision makers
• Providing ongoing technical and product support to their customers; our CSMs are often called upon to provide best practices or provide training to our customers. They may even help customers plan and understand the best ways to utilize the software and functionality based on the customer’s business needs and use cases
• Own the customer contract and renewal process
• Maintain a cadence of communicating with customers about their adoption trends, usage, and business plans
• Identify opportunities for customers to act as Impartner advocates (e.g., testimonials, case studies)
• Collaborate closely with the Sales team to support expansion opportunities
• Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by delivering and communicating ROI for our clients, throughout the customer lifecycle

Requirements:

• Customer Success Manager need to possess superior interpersonal skills and be strong leaders
• Must be highly organized and highly skilled in time management
• Excellent oral and written communication skills
• Capable of coordinating several resources, escalating concerns with appropriate detail for resolution and hold great negotiation skills for contract management
• Proficient in Microsoft Office Suite, specially with Excel and PowerPoint
• Knowledge of customer service practice and excellent negotiation skills
• Technical aptitude with Partner Relationship Management (PRM) software such as Impartner PRM or knowledge and technical aptitude with other PRM platform
• Experience with Customer Relationship Management (CRM) software such as Salesforce, Dynamics, HubSpot, etc
• Channel marketing expertise is preferred