Full-Time Customer Success Manager
Job Description
About the Role
We have recently expanded our team and are looking for an experienced Customer Success Manager (CSM). This role is the main point-of-contact for customers, and is responsible for ensuring successful delivery of Renaissance (our team-based change management offering), including customer relationship management, project management, and creating the conditions for long-term customer success.
The CSM leads the delivery and management of engagements to drive customer impact—enterprise wide and at the team level. The CSM is also responsible for developing and managing customer relationships to drive renewal and/or increasing the number of teams using Renaissance to drive performance, innovation, and change management. The CSM collaborates with other internal teams to ensure a seamless customer experience and successful customer outcomes, and to leverage insights from customer touch-points towards further developing Renaissance and related offerings.
Incoming CSMs will be joining a company that is shifting from our consulting roots into a startup with capabilities in technology and data science to scale culture and behavior change for our global customers. In this startup environment, the CSM must be proactive, adaptable and able to navigate ambiguity, and work closely with other teams to advance our goals.
We are an equal opportunity employer, and encourage people of all diverse backgrounds to apply. Joining our team offers tremendous growth and upskilling opportunities, and a role in making our vision a reality.
Responsibilities:
Ensure a positive customer experience where the customer’s desired outcomes are achieved
Develop and manage customer relationships to promote subscription renewal
Manage the customer engagement through planning key activities, coordinating work among the engagement team, and ensuring timely execution of deliverables
Partner with the Director and project team to develop program strategy and successful stakeholder management
Build customer insights by designing and conducting research including discovery calls, online research, and review of background documents to influence customer onboarding and success
Collaborate with customers and internal program leads to design and deliver impactful content
Support accelerated product development based on expertise and interest
Data analysis for both customers and as a contributor to our data systems
Requirements:
Bachelor’s degree in related field of study
Demonstrated experience in the following: working with enterprise customers and/or sales or business development
A strategic mindset that can critically assess situations, make decisions, and resolve problems
Presence and confidence to engage with senior executives from Fortune 500 companies
Strong organizational and project management skills with impeccable multi-tasking abilities
Excellent interpersonal and social skills with a focus on written and oral communication
Must be a team player
Proficiency in Mac OS and G Suite preferred, otherwise be prepared to learn fast
Qualities:
Entrepreneurial spirit, a strong work ethic and integrity
A personal sense of urgency and capacity to overcome obstacles
Ability to respond effectively and quickly to customers’ needs and issues
Initiative and ability to work independently
Curiosity and problem solving skills; you’re not afraid to tackle problems
Ability to take initiative and have new, creative ideas
Desire to grow within Customer Success Management
Passion for diversity, equity and inclusion (DEI) and its connection to innovation and/or organizational effectiveness
Comfortable working remotely and/or in an open office environment while staying focused (note: our offices are currently closed due to COVID-19)
How to Apply
Please apply through our website at: https://www.themedicigroup.com/csm346 total views, 0 today