Customer Success Manager more… ▼
| Location: | Wayne (Radnor), PA |
| Company: | RES Software |
| First posted: | March 23, 2015 |
As a Customer Success Manager, you are responsible for customer success. Customer Success is a shared responsibility for every RES Software employee. We strongly believe in nurturing our customers and strive for optimal use of our products and services.
As a Customer Success Manager, you will be responsible for the customers journey with RES Software. Onboarding responsibilities like; a warm welcome and assisting them during initial implementation and guiding them towards success. After deploying our solution, youll be responsible for ongoing enablement of the customer and identify training opportunities, sharing best practices and ensure RES Software value within their organization. You will develop a deep understanding of Customer Engagement and RES Software product and services portfolio so as to create and evolve best product adoption around the technology.
Your objective is to create a high level of customer satisfaction and loyalty, by building solid relationships with our large and enterprise customers. You are the face of RES Software and you will liaise between the customers management, IT architects and technical specialists on the one hand and product management, product support, channel and (pre)-sales on the other. You will play a crucial role in reporting back and interacting with these departments in order to have them understand our customer needs, create visibility and assist in improving (Customer Success) processes.
Being a Customer Success Manager include activities such as: visiting customers, writing up field notes and capturing ideas and requirements that will improve our products and services. You will be responsible for managing customers by communicating regularly with these customers and evaluate satisfaction and proactively identify upcoming needs. In short; you will manage the customer journey through all phases of the relationship. Day to day activities include: coordinating with the customer, customer success specialist, account manager, technical resources and support personnel.
Youre passionate about driving and owning customer success and you are taking responsibility for any follow ups needed. You are willing to go the extra mile for our customers in order to make sure our customers get what they need.
We are looking for Customer Success Managers who have a proven track record and experience in working in large IT Environments and know how to approach customers in a polite, direct and consultative manner in order to address customer needs.
RES Software
RES Support will go above and beyond the scope of our own RES Products and even when the issue is not RES- Related. A Customer Success Manager will try to solve the issue by guiding the customer in the right direction. The focus will be delivering high quality solutions and nurturing the customer. This approach is highly appreciated by our customers and differentiates RES Software compared to competitors and other support departments.
Working at RES Support means you will be working with top notch professionals with passion, commitment and fun. Working for a software company like RES Software will bring you all the means to do your job to the best of your capabilities. The support you will receive from other departments like Product Management, R&D, Software Engineering or even Third Party Vendors cannot be compared to any other IT company. This, combined with our facilities like and excellent workspace, access to hardware and software resources, great training and education opportunities gives you the full package!
Responsibilities:
Onboard new accounts and ensure a successful implementation
Capture, track & monitor accounts and their status and identify areas of concern
Increasing customers’ understanding of RES Software products to ensure maintenance renewals and new opportunities
Map the Customer Journey and capture best practices.
Drive customer community initiatives and own the customer community at the RES Success Center.
Assist in escalations by representing the customer and manage customer expectations
Identify the level of product adoption or service improvements and communicate internally with relevant stakeholders in sales, marketing, product management and services in order to create awareness and drive change.
Host Customer Success meeting
Requirements:
Minimum of 5-7 years experience in IT, with a minimum of 2 years as a Customer Success Manager, Technical Account Manager or Consultant
Strong technical background, particularly with desktop management, automation and system integrations
Analytical, strong attention for detail
Good knowledge about ITIL and project management (Prince2) methods
Familiar with Sales Force and/or other CRM tools
Willing to travel domestic, up to 50%
Can-do mentality Getting things done, not afraid to make a mistake
Strong sense of responsibility and knows how to balance these responsibilities
Team player but independent thinker
Strong verbal/written communicator and a good presenter
Ability to understand technology, and clearly articulate the value proposition to the customer
Self-guided, disciplined and structured worker
Always willing to learn
Ability to work in and with a multi-disciplinary teams
Education:
BS/BA or equivalent working experience
As an Affirmative Action Employer, RES US does not discriminate in hiring or employment on the basis of any legally protected characteristic. We value diversity and recruit candidates from a variety of cultures, backgrounds and walks of life. Apply now to come be a part of our team!
Type: Full-time.
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