Technology Specialist, Customer Experience
Lithia & Driveway
Client Success Manager
Align Technology
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado
Visit company websiteSalary
💰 $60,000 - $75,000 per year
Job Level
Mid-LevelSenior
About the role
- Develop and maintain strong relationships with key stakeholders (e.g., VP of Ops, CFO, Director, Warehouse Manager). Act as the main point of contact for customer inquiries, issues, and escalations. Willing to visit customers on-site. Lead customer-facing meetings with C-Level audience during Pulse Calls, Welcome Calls and Renewal discussions.
- Drive Adoption and Utilization: Work closely with customers to understand their business needs and ensure optimal utilization of our Platform. These discussions should be supported by data from our platform to give evidence for utilization or lack thereof. Conduct regularly scheduled Check In calls to better understand usage and metrics.
- Renewals: Own the end-to-end renewal process, ensuring renewals are closed “in month” and minimizing churn. Use data and our relationships to identify potential renewal risks and implement strategies to mitigate them. Aim for multi-year contracts.
- Upsell Opportunities: Use platform data to identify and pursue upsell opportunities based on an understanding of the customers evolving needs and our product offerings. Meet or exceed upsell targets by utilizing the data to strategically add to your pipeline.
- Systems and Reporting: Keep your accounts and contact records up to date with accurate information within Salesforce and forecast on a weekly basis. Use the tech stack provided to research your accounts, identify upsell opportunities, and work with Account Executive(s) to identify expansion opportunities.
- Other duties as assigned
Requirements
- Proven experience as a Customer Success Manager or in a similar customer-facing role, preferably in the Construction Technology or SaaS industry.
- Excellent Communication and Interpersonal skills.
- Proactive attitude with a focus on problem-solving.
- Ability to analyze data and derive insights to guide customer success satisfaction.
- Familiarity with CRM software and other tools.
- Successful CSMs on our team are highly inquisitive, active listeners, patient, coachable, organized, humble, strong relationship-builders, optimistic, proactive, skilled at managing multiple priorities, and demonstrate high integrity.
