Customer Success Manager

• Serve as the primary point of contact for assigned enterprise customers, guiding them through the full lifecycle.
• Strive for excellence to continue achieving 100% customer satisfaction with managed services.
• Grow assigned accounts by learning the customer needs and aligning these needs with the current and emerging ENTOUCH capabilities.
• Lead proactive portfolio reviews to ensure customer goals and performance objectives are achieved.
• Create and deliver monthly and annual business reviews with actionable insights.
• Provide onboarding, training, and remote support as needed.
• Coordinate and oversee customer product hardware rollouts, ensuring alignment across internal teams and timely delivery.
• Collaborate with Engineering, Operations, Accounting and Support to deliver seamless service and resolve issues efficiently.
• Identify and pursue opportunities to expand customer engagement and adoption.
• Act as a customer advocate within ENTOUCH, ensuring the customer voice informs internal priorities.
• Analyze usage and performance data to identify trends and recommend optimizations.
• Communicate proactively, clearly, and consistently to maintain alignment and trust.

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