Customer Success Manager

Position Title: Customer Success Manager

Department: Services/Sales'

 
Classification: Exempt      
 
POSITION REPORTS TO:
General Manager – Australia & South East Asia
 
POSITION PURPOSE: 
The Customer Success Manager functions as a traffic subject matter expert for new and existing customers; responsible for identifying and implementing traffic driven business solutions to assist in driving customer revenue.  This role works closely with sales and operations teams to deliver mission critical insights for our customers and to drive continual ROI on my client’s systems and services.
 
This role’s focus is to understand customers’ opportunity as presented in a data analysis, qualify the opportunity based upon the customer’s expressed business challenges, and jointly build a plan to drive results.  This role also has a focus on change management and how to not only present the plan, but assist, where requested, in implementing the plan to the customer’s organization.  Finally, this role assists the Manager to provide leadership to key contacts and within the company as assigned. 
 
ESSENTIAL FUNCTIONS AND BASIC DUTIES
 

1. Be the single point of contact for customer accounts and consistently manage relationships maintaining and expanding these with key client stake holders
2. To develop personal knowledge and experience of:

• - The accounts in order to fully understand their business goals and priorities
• - The sector in order to understand key industry challenges, topical matters so as to articulate and demonstrate how my client’s proposition can help the customer address these aligned to their goals

1. Collaborate with Implementation, Client Services and Support teams to ensure timeliness and quality of all services to a high standard
2. Identify, interpret, and deliver key insights in customer data to thorough routine analysis, reporting services, and client feedback
3. Conduct routine meetings with clients to ensure the business is meeting clients’ existing and future business needs
4. Manage client accounts as assigned and serve as the primary contact with a high degree of integrity at all times
5. Educate clients on the functionality and applicability of my client’s products, services, and business intelligence
6. Recognize up-sell possibilities to new products by understanding the customers’ needs and following through with internal partners to take action
7. Contribute to the maximization of revenue potential for both my client and its customers
8. Champion customers’ business needs through my client’s business processes in the most efficient and effective means
9. Facilitate resolution of customer complaints, directing customers to internal resources as appropriate, but remaining as primary point of contact to manage accounts
10. Have a working knowledge of complete system and the flow of data through the internal system to the customer facing components
11. Other duties as assigned 

 
 
QUALIFICATIONS
 
EDUCATION/CERTIFICATION:  BS/BA required.  MBA preferred.
 
REQUIRED KNOWLEDGE:  Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint) required.
 
EXPERIENCE REQUIRED:  Six or more years of account management, customer service, or business experience required.  Retail industry experience preferred – at the store or corporate level.
 
SKILLS/ABILITIES:  

• Exceptional oral and written communication skills, including presentation skills
• High degree of critical thinking skills
• Customer-focused
• Ambitious, able to work independently, able to organize workload efficiently
• Results-drive with excellent follow-through
• Able to travel up to 50% of the time
• Proven sense of urgency in competing daily tasks and meeting deliverables

 
PHYSICAL/WORK ENVIRONMENT: Fast paced with significant people interaction. No lifting over 20 pounds, with minimal reaching, bending, and stooping. Normal open office environment which required work in front of the computer.