Customer Success Manager 4

**Overview**:

- The Customer Success Manager 4 partners and drives the most complex enterprise customers to drive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. This role serves as a primary point of contact representing the customer.**What you will be doing**:

- Drive retention, growth and ROI of the most strategic and complex customers by maintaining a deep understanding of their business objectives and goals and understanding how the company's products and solutions can help achieve them
- Develop ROI models to be communicated throughout the customer life cycle
- Understand the broad macro and micro-economic environment for each of your customers in order to pro-actively share knowledge that maximizes and improves the customer experience as well as quickly addresses customer questions or concerns
- Effectively seek out and partner with resources and leadership across departments as needed to support customers’ needs
- Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships
- Monitor, identify and manage trends in adoption, utilization and customer KPIs ensuring any resulting risk arising to customers are clearly understood and develop a risk mitigation plan
- Drive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure the fastest resolution possible
- Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
- Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on abilities of team
- Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships
- Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends

**What will make you successful**:

- Bachelor's degree or equivalent experience
- Significant experience in customer advocacy role
- Significant experience managing or participating in projects
- Significant experience selling or delivery of IT Products/Services
- Microsoft Windows and Office proficient
- Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Excellent organizational, multi-tasking, and time management skills
- Excellent collaboration skills, applied successfully within team as well as well other areas
- Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
- Self-motivated with the ability to manage projects to completion independently
- Able to thrive in a fast paced, deadline driven environment
- Demonstrated ability to influence, motivate and mobilize team members and business partners
- Excellent ability to establish rapport and gain the trust of others; effective at gaining consensus
- Excellent ability to handle sensitive information with discretion and tact
- Excellent ability to use original thinking to translate goals into the implementation of new ideas and design solutions
- Ability to coach, mentor and provide feedback to team members in a timely manner
- Excellent knowledge of Microsoft Operating systems and products
- Excellent business and technology acumen
- Excellent company software technology knowledge
- Up to 25% travel time required