Customer Success Manager – Regional
Fortive
Customer Success Manager
Diligent
full-time
Posted on:
Location Type: Hybrid
Location: New York City • District of Columbia, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $93,000 per year
Job Level
Mid-LevelSenior
About the role
- Oversee a portfolio of accounts and ensure an amazing customer experience measured by NPS, net revenue retention, referrals and product usage indicators
- Perform hands-on account management activities and coordinate successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction
- Renew and grow customer accounts by proactively anticipating needs and recommending additional products and services
- Increase overall client satisfaction as measured through Net Promoter Score
- Provide a seamless customer experience through all phases of the customer lifecycle, coordinating with implementation, project teams, administrative staff, IT, and users
- Collaborate internally as the voice of the customer across sales, expansion, services, marketing, finance, transactions and operations teams
- Work closely with Expansion Sales to spot, qualify and pass on expansion leads
- Facilitate product/module engagements with senior stakeholders including C-Suite and Directors alongside the Implementation team
- Build and maintain strong direct relationships with key stakeholders and pursue client advocacy initiatives
Requirements
- Minimum of 5 years working experience with 2-4 years of customer success experience required.
- Fluency in additional languages to English are desirable
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Some experience in mid-market to enterprise level account management (preferably in SAAS) is desirable
- Some experience in sales CRM applications such as Salesforce
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- Strong problem-solving ability, with a natural curiosity around the client’s business needs
- High level of resilience and a positive attitude when faced with adversity
- Passionate about technology with a solution-centric mindset
Benefits
- Creativity is ingrained in our culture.
- Flexible work environment
- Global days of service
- Comprehensive health benefits
- Meeting free days
- Generous time off policy
- Wellness programs
- Offices/hubs in multiple global locations
- Diversity and Employee Resource Groups
- Reasonable accommodations for applicants with disabilities
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementclient advocacycustomer onboardingproduct engagementsales CRMNPS measurementnet revenue retentionproduct usage indicatorssolution-centric mindset
Soft skills
communication skillspresentation skillsproblem-solvingrelationship buildingstakeholder managementresiliencepositive attitudecuriositycollaborationcustomer experience focus
