Customer Success Manager

• Foster Customer Relationships
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value.
• Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
• Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
• Ensure Customer requests are escalated to the relevant teams
• Define Success
• Gain knowledge of the customer's business goals to ensure alignment with product and feature recommendations.
• Develop a Success Plan aligned with the customer's business objectives
• Set adoption targets
• Assess Value
• Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
• Create and present Performance Reviews to customers
• Maximize Solution Adoption
• Advise on solution optimization to meet business objectives
• Provide insights on benchmarks and best practices
• Engage customers and provide consultative guidance following software releases
• Continuously grow and maintain your solution expertise
• Contribute to Customer Retention and Growth
• Actively work to ensure customer retention
• Proactively identify areas of growth

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