Customer Success Manager

Customer Success Managers at Bluescape have a breadth of customer-facing responsibilities, serving as key liaisons throughout the deployment and ensuing implementation. In this role, you will be responsible for ensuring customer success by drawing on your project management capabilities, networking abilities, and critical thinking skills. While you will be expected to work independently with customers at all levels, you will also be a major contributor to the Customer Success team and the overall Bluescape organization. We look for professionals who bring emotional intelligence, a creative problem-solving perspective, and a desire to significantly impact our rapidly growing organization. 

RESPONSIBILITIES 

• Uncover and document business requirements through working sessions and in-depth analyses of customer processes and collaborative practices 
• Define and document how Bluescape can meet and augment business requirements 
• Set and manage expectations of all stakeholders around project timelines, deployment of resources, issue resolution, platform functionality, and implementation timing 
• Work directly with clients to manage initial access to Bluescape, then conduct product orientation, training and coaching sessions with users 
• Serve as relationship manager, customer advocate and subject matter expert on Bluescape usage and business processes 
• Leverage customer usage data to facilitate in-depth business reviews of Bluescape implementation 
• Team with Bluescape sales and business sponsors to determine and achieve goals for renewals and expansion of Bluescape  

SKILLS AND REQUIREMENTS 

• 3-5 years of experience in an implementation role, customer success or account management 
•  Previous experience in a customer facing position with a SaaS company 
• Very strong communication, presentation and facilitation skills 
• Demonstrated ability to drive adoption and promote new use cases with positive traction 
• Ability to work with and influence executive leadership within customer base 
• Ability to solve difficult issues with little supervision 
• Ability to effectively deliver difficult conversations with positive outcomes 

Ability to travel with up to 25% off-site, with the rest of the time supporting local customers 

DISCLAIMER

Bluescape is an equal opportunity employer. In keeping with the values of Haworth, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.