Customer Success Manager
The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are members of the Customer Success team. This position can be a Hybrid/remote opportunity for the Elmhurst IIL. Area.
CSMs work proactively with customers to ensure optimal utilization of products and services. They act as the primary post-sales point of contact for customers and coordinate with cross functional teams to ensure the success of each customer.
CSMs are responsible for the commercial relationship, which means they secure payments from customers to renew their support contracts and/or subscriptions. Customers are typically medium to large in size, moderate renewal complexity, and have a high propensity to grow. The renewal is evidence that the customer has committed to continue their relationship with the company.
The CSM primarily interacts with customers and/or partners via the telephone. On occasion, they may also visit customers face-to-face. They are responsible for not only retaining recurring revenue, but also growing revenue by expanding customer spend.
Land Phase:
Adopt Phase:
Renew Phase:
Expand Phase:
The successful candidate will have:
• Excellent time management skills and the ability to prioritize tasks to ensure effective and timely follow-up.
• Must be motivated, goal oriented with the proven ability to work with minimal direction and maintain a high level of collaboration across geographically diverse teams.
• Ability to organize, prioritize, complete activities and meet deadlines.
• Excellent oral and written communication skills.
• Possess a high degree of honesty, integrity and ability to maintain confidentiality.
• Professional image and interpersonal skills.
• Good decision making ability and insightfulness.
• Knowledge of the technology industry and typical product deployment.
Core Capabilities:
• Driven to action.
• Ability to engage executives (internal and external).
• Rapport building and conflict management skills.
• Capacity for creative and innovative thinking and analysis.
• Sales and solutions focused.
• Proactive and responsive.
PERFORMANCE CRITERIA:
• Quota Achievement
• Customer Churn Rate
• On-time Renewal Rate for Recurring Revenues
• Expansion of Revenue & Margin with Existing Customers (i.e. Dollar Net Retention)
• SLA Achievement with Customers
• Customer Satisfaction Scores
• Recurring Revenue Forecast Deviation <10%
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Accommodation: Please note that Burroughs offers accommodation as required in accordance with the applicable provincial human rights legislation.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.