Customer Success Manager

• Build deep, trusted relationships with a portfolio of high-value, strategic customers. Understand their business objectives and create customized strategies to drive value and achieve measurable outcomes.
• Champion the adoption of Maze solutions by proactively identifying opportunities for growth and recommending tailored use cases aligned with the client’s evolving needs and strategic priorities.
• Act as a consultant and thought partner to C-level executives and key stakeholders, providing insights that elevate their research practices and demonstrate the impact of Maze’s solutions on their business goals.
• Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners.
• Serve as the voice of the customer within Maze, providing actionable feedback to product, sales, marketing, and support teams to continuously improve our offerings and align with client needs.
• Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration.
• Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth.
• Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition.

Strategic Customer Success Manager

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives
• Develops a roadmap to deliver these success outcomes and target KPIs
• Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals
• Fields questions and directs clients to appropriate support resources
• Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success
• Works with Sales and Marketing to create prospecting opportunities
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Contributes and presents content in Strategic Business Reviews
• Identifies trends to help create solutions for identified gaps using analytics
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff
• Makes recommendations and assists client with industry best practices and solutions
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client
• Drives true value for customers
• Successfully identifies and implements strategies for retaining “at risk” projects/initiatives
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed
• Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs
• Seeks and listens to feedback
• Provides recognition to peers
• Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices
• Utilizes Totango to document value-added conversations & engagements with ISV/OEM partners

Senior Customer Success Manager – OEM

• Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met
• Perform case research and analysis for internal and external customers
• Monitor, enter, update, and close Service Center tickets
• Facilitate and participate in client specific cross training of partner CSRs
• Prepare, analyze, and determine trends for monthly account reviews
• Escalate issues/questions to the next appropriate level
• Respond appropriately to all client concerns and inquiries
• Work on client projects, research, and deliverables
• Work closely with Operations, IT and Finance to resolve client issues
• Participate in weekly, monthly and/or quarterly calls with the client producing detailed notes and action items from the calls
• Communicate case, compliance, and program updates and notifications to clients
• Produce Salesforce tickets
• Work to build a partnership between Cisive and the client

License Manager, Client Success Representative

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Client Success Manager

• Build and maintain strong relationships with our customers.
• Understand customers' business objectives and help leverage our solutions.
• Manage customer handoff from Onboarding team to Regional Operations team.
• Proactively monitor customer health and engage to ensure success.
• Develop and deliver Quarterly Business Reviews.
• Gather customer feedback for product development.
• Triage partner requests and work with relevant teams.
• Keep partners informed of issues in parking facilities.
• Respond to every customer inquiry in a timely manner.
• Help partners troubleshoot product-related bugs or concerns.
• Look for opportunities for expanding partnerships with customers.

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