Customer Success Manager

Role Purpose

Reporting to the Customer Success Team Manager you will play a key role in contributing to Ideagen's objective of creating a positive customer experience and fostering relationships to support brand loyalty and maintain customer retention.

Responsibilities

• Build strong, long-term relationships with customers using effective communication and efficiently resolving issues to individual needs.Evaluate risk management for each customer by analysing internal metrics data (Power BI) and Success Data (Gainsight CS/ PX) and proactively create success plans to mitigate risk and ensure renewal
• Act as a point of escalation for customer issues and complaints, providing a pathway to resolution to help meet the customer's needs
• Provide insight and be the voice of customer, feeding back to internal teams, including Sales, Marketing, Product, Technical Support, Operations, and Renewals
• Create reports for Account Managers on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
• Working with Account Managers, plan and delivery weekly, quarterly and annual business reviews to ensure customers optimize our product/service and their goals are met
• Help determine the timing and content of customer touch points throughout their lifecycle, with a view to increasing adoption, positive feedback and positive net promoter scores.

Skills and Experience

• 3 years' eerience with customer-facing activities
• In depth, advanced product knowledge for those you specialise in
• Passion for designing processes that scale
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Strong empathy for customers
• Demonstrated desire for continuous learning and improvement
• Ability to manage and influence through persuasion and consensus building
• Passion for doing the right things right, knowledge sharing and helping others

Behaviours

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility & Resilience and Savvy Thinking
• Community - Collaboration & Communication