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13 Sep 2021

Full-Time Customer Success Manager

The Medici Group – Posted by Nbytnerowicz New York, New York, United States

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/csm

Job Types: Full-Time. Salaries: 60,000 - 80,000.

Job expires in 41 days.

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