Elemica

Customer Success Manager

• Responsible for proactively initiating and maintaining relationships with customers, reminding them about upcoming contract and/or subscription renewals and identifying areas of risk and opportunity
• Experience managing multiple and diverse contracts within the same client base; exposure specific to mergers and acquisitions preferred, with the objective to encourage annual renewals and business continuity
• Discover opportunities to upsell additional services or products that benefit the customer such as higher-tier subscriptions, add-ons, and other related products
• Be responsible for sourcing new leads in existing accounts via outbound prospecting efforts through various channels phone, email and social media
• Follow up and convert marketing-generated inbound leads
• Partner with marketing on a programmatic campaign-based approach to demand generation and with field sales to implement sales & pipeline-build strategies
• Independently manage the administrative aspects of renewing subscriptions, including entering correct customer demographic information, processing payments, and ensuring that the renewal is correctly recorded
• Gather feedback from customers regarding their experience with Elemica's products, as well as the renewal process itself
• Monitor adoption rate, retention rate, customer satisfaction scores, churn rates, and other relevant metrics
• Perpetually maintain efficient internal and external communications in a customer-goal-oriented manner.

Client Success Representative