Customer Success Manager

Portfolio Management

• Manage a portfolio of approximately $1.4M (levels may be adjusted if supporting larger portfolios) on a client utilization rate of 80%.
• Responsible for the growth and upsell of accounts.

Program Management

• Responsible for the program governance & support activities which include, but are not limited to: on‑demand program support, running client operations meetings, steering meetings, and annual program review sessions, account planning, program roadmap creation, quarterly Product Release & New Feature Adoption, etc.
• Be proactive in contract renewals and lead the process.
• Identify and act on issue management, escalation point where client‑specific issues require additional focus/leadership to achieve satisfactory resolution.

Program Optimization & Improvement

• Proactively identify any areas for improvement in client programs and recommend solutions in a timely manner.
• Lead the Solution Enhancement process from sales/procurement through to delivery.

CX Insights & Best Practices

• Independently lead quarterly CX Best Practice Workshops with clients.
• Work closely with the Sr. Manager of Customer Success to contribute to the development of, and creation of Best Practice workshops.
• Assist the Marketing team with initiatives such as Industry Award Application and Support.

CX Consulting Services

• Act as a CX Consultant by providing service including, but not limited to, analytics reports (tracking/insight/strategic).
• Client user training sessions.
• CX Best Practice auditing sales.

Client Engagement

• Participate/Lead solution implementations if needed.

Core Competencies

1. Client Focus – Identifying and responding to client needs; providing service excellence to external clients.
2. Analytical Thinking – Interpreting, linking, and analyzing information in order to understand issues.
3. Communication – Listening to others and communicating in an effective manner that fosters open communication.
4. Creative Thinking – Questioning conventional approaches, exploring alternatives, and responding to challenges with innovative solutions or services, using intuition, experimentation, and fresh perspectives.
5. Decision Making – Identifying and understanding issues, problems and opportunities, comparing data from different sources to draw conclusions using an effective approach for choosing a course of action or developing appropriate solutions, taking actions that are consistent with available facts, constraints, and probable consequences.
6. Formal Presentation – Presenting ideas effectively to individuals or groups; delivering presentations suited to the characteristics and needs of the audience.

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