Lead CRM Engineer – Application Development
US LBM
ERPServiceNow
Senior Customer Success Manager
Bridgestone Americas
full-time
Posted on:
Location Type: Remote
Location: Remote • Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $83,000 - $90,000 per year
Job Level
Senior
About the role
- Recruit, attract, and retain high-potential individual contributors for Insurance and Reseller Customer Success.
- Manage and develop CSM’s with regular 1:1 meetings.
- Define operational metrics for the team; ensure there are adequate systems for tracking metrics; create a cadence for review with the team and leadership.
- Evaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day-to-day operation.
- Manage escalations from direct reports and clients to ensure processes are in place for quick resolutions.
- Assess customers’ current level of service and help the CS team member assist the customer to gain greater value from the Azuga solution.
- Proactively monitor customer health to assess churn risk.
- Team resource in guiding process transformations that will continuously develop and improve customer experience, interaction, and training throughout the customer journey.
- Investigate why customer attrition is occurring and implement countermeasures to remedy; Create retention playbooks ahead of renewal dates to maximize customer retention rates.
- Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems.
Requirements
- Bachelor's degree preferred, but not required.
- Minimum of 2 years of experience in managing Customer Service or Account Management teams.
- Insurance or Reseller experience a plus, but not required.
- Customer journey mapping to improve customer satisfaction and retention.
- Accounts strategic planning and forecasting.
- Excellent verbal and written communication skills with the ability to communicate effectively at all levels.
- Self-driven and proactive nature, professional demeanor with strong conflict resolution skills.
- Ability to assess and speak to software technology and SaaS offerings, including AI.
- Experience working with CRM software, Salesforce preferred.
Benefits
- A supportive and engaging onboarding experience to ensure a smooth transition into our team.
- The opportunity to develop and grow, through training and regular mentorship.
- Corporate Social Responsibility activities.
- A truly global, dynamic and challenging work environment.
- Agility and work/life effectiveness and your long-term well-being.
- A diverse and inclusive team.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey mappingstrategic planningforecastingconflict resolutionSaaSAI
Soft skills
communicationself-drivenproactiveprofessional demeanor
