Customer Success Manager

Customer Success Manager

A leading provider of IT Managed Services in New York City / Northern New Jersey is looking for a Customer Success Manager. Works with existing Five Rivers customers to ensure they're receiving the tools and support needed to achieve their goals. The Five Rivers CSM must have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the organization. The CSM is both an advocate and a mentor for Five Rivers customers. They must ensure everything runs smoothly after a purchase. Here are six general functions of the Five Rivers Customer Success Manager :

1. Advocate for Five Rivers

Since a CSM works one-on-one with Five Rivers customers, they have an opportunity to significantly influence the customer base. They act as an advocate for Five Rivers, consistently explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their friends and colleagues.

2. Onboard New Customers

Onboarding is one of the biggest priorities for CSMs. That's because it's extremely important to educate customers on how to utilize Five Rivers services and products. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.

3. Follow Up on Renewals

The job of the CSM is to create loyal, repeat customers instead of one-time users. This is why renewals are key for this position. CSMs should keep track of expiration dates whether they be monthly, quarterly, or annually and follow up with customers to renew their contracts.

4. Encourage Upsells and Cross-Sells

CSMs are dedicated to fulfilling customer goals, which creates an opportunity to introduce premium products and services. When customers are ideal for an upgrade, CSMs can meet with them to explain why the additional purchase will be helpful.

5. Build Relationships Between Customers and the Support Team

There are some questions customers will have that aren't the responsibility of the CSM. Technical issues, minor product problems, and basic business questions should be geared toward other areas of the organization. CSMs should foster a relationship between customers and support, making it easier for users to solve small or short-term problems.

6. Be the Voice of the Customer

As someone who works directly with customers, a CSM should feel responsible for advocating their needs. They need to have an in-depth understanding of customer likes and dislikes about Five Rivers offerings, which can be discovered through surveys, reviews, referrals, and more. CSMs should organize, analyze, and share this information with other departments.

Specific skills for the CSM would include, but not be limited to :

• Customer-First Mindset
• Communication
• Relationship Management
• Industry Knowledge
• Problem-Solving
• Managing Expectations
• Empathy
• Active Listening
• Teaching / Mentoring
• Strategic Planning
• Time Management
• Persuasiveness
• Project Management
• Creative Thinking
• Cross-Selling and Upselling

Other details about the job :