CATALIS

Customer Success Manager

• Manage customer relationships by communicating regularly, presenting areas of opportunity and growth, and ensuring successful continued partnerships
• Conduct account reviews (status, tickets, education on releases, highlighting new solutions)
• Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions
• Oversee and escalate billing and collections issues
• Handle customer satisfaction escalations (support, CSAT, expectation mismatch, executive sponsorship alignment)
• Manage reference relationships and maintain a reference list
• Identify and quantify retention risk and create/execute retention remediation plans
• Onboard new customers, including training recommendations and facilitation
• Identify cross-sell opportunities with key accounts and highlight new solutions during account reviews