Customer Success Manager

• Responsible to drive Brand specific (or Brand Group oriented) success for all existing Owners, customers on program as well as successful support of onboarding new Brand owners ensuring elite service and support though customer journey.
• Expand and upsell existing customers by providing excellent communication, service and onboarding/installation experience with the goal of gaining expansion with additional locations signed onto Budderfly program.
• Build strong client relationships at the executive level to maintain current business and assist in the acquisition of new customers/locations through referrals.
• Communicate with executive level contacts at our largest customers to ensure that their needs are understood and addressed to best support the Brand’s customer base.
• Coach and coordinate the internal teams to best support your customer base.
• Collaborate with internal departments to ensure that customer requests are fulfilled, projects are going to plan, and we are regularly communicating with our customer.
• Resolve complaints & keep track of all processes/requirements that pertain to the client’s needs.
• Solve problems for customers by understanding and exceeding their expectations through proactive (and automated) communication approach methodologies.
• Perform regular customer specific check-ins to aid in increased satisfaction. Set up and run customer meetings that proactively demonstrate our value to them and cover billing, capital investments, energy savings, new offering, supply options & related topics to meet expectations.
• Track all interactions with Brand’s customers using our CRM.
• Collect and analyze data concerning consumer behavior to understand changing needs.
• Independently prepare and conduct regular reviews with the customer going over program performance including bi-weekly check ins and quarterly business reviews.
• Travel as needed to meet with customers.
• Responsiveness to assigned customer tickets and inquiries, including emergency or CSAT requests, that could occur outside of standard business hours
• Adhere to training, playbook, procedures and contact hygiene inside tech stack tools provided.
• Offload day-to-day CSTAT issues off the Account Executives to create additional selling bandwidth.
• Other duties as assigned by Sales Leadership / Management team.

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