SERVPRO

Customer Success Manager

SERVPRO

full-time

Posted on:

Location Type: Hybrid

Location: Dubuque • Iowa • United States

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About the role

  • Understand, define, and document the Large/Major customer organizational structure
  • Develop strategic relationships with key personas across the Large/Major customer organizational structure
  • Define and prioritize detailed value-driven goals and outcomes for multiple organizational units within a single customer
  • Serve as the lead advisor for customer interactions throughout the lifecycle of the subscription
  • Develop, track and report key client health score progress metrics, including leading business reviews
  • Assist customers in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences
  • Prioritize and escalate issues to mitigate risk, keeping key stakeholders informed of progress
  • Ensure ongoing success of customers by re-evaluating client needs and establishing success plans, ongoing goals and outcomes
  • Maintain focus on providing value and customer ROI throughout the life of the subscription
  • Ensure customer satisfaction through responsive follow-up and thorough communication
  • Coordinate and align priorities with partners when working with a mutual customer
  • Determine and define project scope and objectives
  • Provide demonstrations of the software
  • Develop and maintain Customer Success best practices, influencing changing practices based on experience and successes
  • Learn and leverage new product functionality with customers to continue to grow engagement and value

Requirements

  • Relevant bachelor's degree; preference for Business, Organizational Development, or related degree
  • 2-3 years of Customer Success Management or customer facing related experience
  • Ability to manage multiple Large/Major customers simultaneously
  • Proven ability to influence others and lead customer engagements
  • Ability to develop relationships across a large/major organization
  • Proven ability to assist in the development of value-driven goals
  • Ability to perform ongoing analysis of customer engagement and take the necessary measures to increase product usage, adoption, and expansion
  • Excellent communication, listening and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Strong communication skills including the ability to work with all levels of a large/major organization
Benefits
  • Flexible Hours –expect calls and remote meetings early mornings and/or late evenings
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success ManagementCustomer engagement analysisValue-driven goal developmentProject scope definitionSoftware demonstrationsMetrics trackingRisk mitigationClient health score reportingStakeholder communicationSuccess plan establishment
Soft Skills
Relationship buildingInfluencing othersLeadershipCommunicationListeningPresentationMulti-taskingPrioritizationTime managementProblem-solving
Certifications
Bachelor's degree in BusinessBachelor's degree in Organizational Development