Customer Success Manager

Energage is a purpose-driven company that helps organizations turn employee feedback into useful business intelligence and credible employer recognition through Top Workplaces. The Customer Success Manager will build client loyalty and ensure product adoption by developing and implementing a touchpoint strategy with clients, while acting as the voice of the customer to drive product and process improvements.

Responsibilities:

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc

Requirements:

• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced. Clients have the impression that you listen and understand their problems
• Must be skilled at solving business problems for our customers using the Energage platform and other Energage offerings
• Strong multi-task management skills across a varied set of responsibilities
• Strong communication skills (written, verbal, and presentation)
• A consultative approach; the ability to develop rapport and trust with internal teams to achieve broader business objectives and goals
• Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• Maintain accurate records of all activities in SalesForce.com