Customer Success Manager

• Plan and oversee TouchNet products and services for designated client(s)
• Ensure quality service and operational performance within program and delivery standards
• Develop client relationships and understand client business and product installations
• Act as single point of client contact to coordinate resolution of service incidents and escalate technical issues
• Collaborate with sales and support groups to demonstrate value and identify expansion opportunities
• Provide client advocacy: act as the voice of the customer and communicate product support/development needs internally
• Maintain long-term client relationships and identify proactive support mechanisms to reduce downtime and support costs
• Support and prepare Client Business Reviews, collect/generate reporting, present findings to clients
• Manage invoice accuracy, research and dispute resolution (North America responsibilities)
• Forecast revenue, validate billing, and manage profitability and revenue targets (International responsibilities)
• Identify and close cross-sell opportunities and support contract renewals and addenda
• Manage sales support resources and work with internal stakeholders to create and deliver propositions
• Stay abreast of industry trends, regulations and competitive products to identify sales opportunities
• Be available on call 24/7, travel to client sites as necessary, and update clients during severity one incidents

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