Engageware

Senior Customer Success Manager

Engageware

full-time

Posted on:

Location Type: Hybrid

Location: Burlington • Massachusetts • United States

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Job Level

Senior

About the role

  • Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions
  • Maintain consistent Customer engagement and communication
  • Experience leading on-site strategic business reviews and executive presentations
  • Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items
  • Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution
  • Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups
  • Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities
  • Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell
  • Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving
  • Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.
  • Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio
  • Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities
  • Update and manage key metrics in the following areas for each Customer in an account portfolio: Customer/Product health (RAG status) and overall account status
  • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend

Requirements

  • 8+ years in Customer Success, Account/Relationship Management, or similar roles
  • Post-secondary degree or relevant experience
  • Technical competency and aptitude with software applications, tools, and internal systems
  • Superior written and oral communication skills
  • Detail oriented, meticulous record-keeping, highly organized
  • Ability to manage multiple and concurrent (often competing) priorities
  • Ability to understand and speak to different audiences (internal and external)
  • Advanced critical thinking and problem-solving skills, focus on continuous improvement
  • Proven track record in a Customer-facing role
  • Exceptional collaboration skills
  • Empathetic and positive attitude with a desire to make Customers successful.
Benefits
  • Travel is required.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementProject ManagementData AnalysisWorkflow ProceduresTechnical CompetencyMetrics TrackingBusiness Problem-SolvingStrategic Business ReviewsExecutive Presentations
Soft Skills
Communication SkillsDetail OrientedOrganizational SkillsCritical ThinkingProblem-SolvingCollaboration SkillsEmpathyPositive AttitudeAbility to Manage PrioritiesCustomer Engagement