Customer Success Manager
Technosylva
full-time
Posted on:
Location Type: Remote
Location: Illinois • United States
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About the role
- Build strong, lasting relationships with customers by actively engaging with them throughout their journey.
- Proactively identify opportunities for upselling and cross-selling based on the customer's evolving needs.
- Develop an in-depth understanding of our Operational and Planning products for wildfire and extreme weather.
- Effectively communicate the value proposition of our solutions, addressing customer inquiries and providing guidance on best practices to maximize usage and ROI.
- Support the onboarding process for new customers, ensuring a smooth transition from Sales to Implementation to CS.
- Working closely with customers to understand their needs, goals, and desired outcomes.
- Provide training sessions and workshops for customers in coordination with subject matter experts, ensuring they have a comprehensive understanding of our products and how to use them effectively to achieve their desired outcomes.
- Serve as the primary point of contact for customer inquiries, issues, and escalations.
- Collaborate with internal teams, including Technical Support and Delivery, to address customer concerns promptly and provide timely solutions.
- Utilize customer data and metrics to identify usage trends and potential areas for improvement.
- Provide data-driven insights and recommendations to help customers optimize their experience with our solutions.
- Collaborate closely with the Sales team to support the renewal process by demonstrating ongoing value to customers.
- Identify opportunities for upselling and expansion based on customer engagement and needs.
- Act as the voice of the customer within the organization, conveying customer feedback and insights to influence product enhancements and improvements on the roadmap.
Requirements
- Proven experience in Customer Success, Account Management, or related client-facing roles within the tech industry.
- Experience working in or with industries related to wildfire risk mitigation, weather analytics, and/or electric utilities.
- Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
- Strong problem-solving skills and the ability to navigate challenging situations with a positive attitude.
- Technical aptitude and the ability to understand and explain complex tech solutions.
- Data-driven mindset, comfortable using data and metrics to drive customer engagement and success.
- Proficiency in using Customer Relationship Management (CRM) software.
- Self-motivated and able to work independently, as well as collaborate effectively within cross-functional teams.
- Strong organizational skills and the ability to manage multiple customer relationships simultaneously.
Benefits
- Health insurance
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount Managementdata-driven insightsproblem-solvingtechnical aptitudeupsellingcross-sellingcustomer engagementtraining sessionsworkshops
Soft skills
communication skillsinterpersonal skillsbuilding rapporttrust establishmentpositive attitudeself-motivatedcollaborationorganizational skills