Customer Success Program ManagerHeartland Business Systems, LLC • Springfield, MO, US
Customer Success Program Manager
Heartland Business Systems, LLC • Springfield, MO, US
Hace 15 días
Tipo de contrato
- A tiempo completo
Descripción del trabajoIncrease value from existing products by understanding customer goals and defining additional use cases; expand existing solutions across customer’s business Shape customer thinking on the technological roadmap for the future Bring company expertise and best practices as strategic thought partner What product / solutions has the customer purchased and how are they doing? Establish baselines of customer current state (products, useage, health scores) Establish Account map of solutions mapped to internal stakeholders Understand customer history, operational structure and culture Deeply understands the customer business goals, environment, pain points and operational maturity Verify business outcomes with the customer profile, culture, vision and strategy Establish a common understanding with the customer for the proof of value, business metrics, and adoption of solutions (Examples - reduce time to market, reduce cost, reducing risk, grow top line, acquire new customers, etc.) Identify and agree prioritize use cases to secure quick wins and accelerate initial onboarding, implementation, optimization and / or adoption Determine critical success factors to connect to business outcomes, for example : Operational efficiencies Productivity improvement Risk mitigation Business differentiation Project Plan (timelines, tasks, dependencies, metrics, etc.) RACI Chart (Executive sponsors, key stakeholders, etc.) Change Management Organizational Structures Governance models (customer interactions based on stakeholder and accountable parties, organization structure knowledge, conflict management processes, etc.) Training Communication Plan Establish baselines of customer current state and targeted end state (products, usage, health scores) Associate customer business outcomes to data-driven key performance indicators (KPI’S). Review and analyze relevant data Present and report the impact of the offerings currently in place Perform actions to drive value recognition for example, report on business outcomes and define corrective adoptive actions Facilitate exploratory discussion in discovery of expansion opportunities Promote loyalty (testimonials and referrals) Proactively qualify, communicate and transition the identified opportunities into appropriate function Drive the successful introduction of the new solutions based on the customer expected outcomes Facilitate the onboarding, implementation, utilization, optimization, and adoption of customer-purchased and installed solutions Identify, track, and report key success factors in support of strategic adoption plan Execute Success Plan Maintain relationships with key stakeholders Maintain product knowledge and target use cases Responsible for being a customer advocate Establish ongoing collaborative working relationship with internal sales and business development, delivery, LOB, development organization or other functional areas teams to promote seamless support to customer Execute a plan to drive successful customer adoption and utilization of services and solutions Report metrics of customer’s process improvement Identify customers’ services adoption enablers and barriers Facilitate ongoing customer meetings to monitor and track progress of customer business metrics outcomes Measure and report the impact of the installed solutions and identify potential improvements based on additional technologies Report metrics-based support for the Adoptions, Retention, and Expansion of service sales functions Identify new sales opportunities Accuracy - Ability to perform work accurately and thoroughly. Applied Learning – Ability to hear, understand and interpret what others are saying. Adaptability – Ability to adapt your way of thinking or responding to changing workplace conditions. Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely. Customer Oriented - Ability to take care of the customers’ needs while following company policy. Detail Oriented - Ability to pay attention to the minute details of a project or task. Goal Oriented – The ability to stay focused on the task objective and perform in accordance with clear expectations and goals. Organized - Following a systematic method of performing a task. Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. Analytical Skills – Analytical skills looks at the ability of the individual to gather raw data and to process that data into a meaningful form. Leadership – Leadership skills looks at how well the individual motivates and guides others to ensure performance in accordance with clear expectations and goals. It involves attracting, supporting, developing, and retaining a talented and diverse workforce. Managerial Skills – Managerial skills look at the ability of the individual to achieve desired outcomes by setting goals and priorities that deliver results. Presentation Skills – Presentation skills looks at the ability of the individual to effectively present information to a group. Negotiation Skills – Negotiation skills looks at the ability of the individual to reach outcomes that gain the support and acceptance of all parties. Business Acumen – Business acumen looks at the ability of the individual to understand and discriminate between various business related topics and issues. This includes insight into, and understanding of, specialized business concepts. 6+ years of technical, business and / or sales experience 3+ years customer facing experience in technology, business acumen, business consulting, service management, and customer support, professional services, sales, and marketing Previous experience with Cisco software and agreements Previous experience with the Cisco Lifecycle Advantage (CX) program Bachelor’s Degree or equivalent experience Proficiency using a computer and working with Microsoft office suite : Outlook, Word, Excel Exposure to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), analytics, and metric-based reporting Solid comprehension and experience with business processes, metrics, cross-functional and line of business operations, financial acumen and social collaboration methodologies and technologies Cisco Customer Success Program Manager Certification
Job Description
Job Description
Description : Position Summary :
The Customer Success Program Manager will work with the internal team to assist customers in articulating desired business outcomes to drive effective achievement of targeted outcomes through adoption, expansion, and retention of HBS CISCO offerings. Customer Success Program Manager leverages their ability to build, grow, and deepen customer relationships to develop, work with teams to integrate solutions, identify adoption barriers and actions to remove them, execute adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities. The individual in this role will be responsible for expanding business opportunities and improving product adoption while reducing churn and increasing ARR through new sales opportunities. In addition, this individual will also document and drive successful customer outcomes, ultimately turning customers into advocates for the company.
Roles and Responsibilities / Essential Functions :
Accelerates time to business value
- Clearly articulate success, milestones, and value across products and map these to customer’s business / technology objectives
- Accelerate time to value and drive adoption of deployed products
- Coordinate efforts across internal teams to support customer outcomes (Engineering, Project Management, Customer Success and Managed Services)
- Ensure that products are delivering promised value to customers
Deliver consistency in customer service motions across internal teams
Coordinate, orchestrate, and set cadence for internal teams to improve customer outcomes
Grow relevance of Company offers and solutions
Elevate the company’s role in the account
Build a customer journey by executing a Success Plan that drives outcomes, and positioning of solutions throughout all stages of the Lifecycle (aka Racetrack) inclusive of all company offers, leading to appropriate expand opportunities and renewal cycles
Maximize ARR for the company (Minimize churn)
Establish a baseline for the Customer
Establish Business Alignment
Execute on Adoption Strategy
Execute on Success Plan
Monitor Impact and Consumption Measures
Report (internally and to the customer) Impact and Consumption Relative to Desired Business Outcomes
Observe, consult, adjust and optimize approach to improve adoption
Facilitate Retention, i.e., Renewals
Identify New Sales Opportunities
Support Development and Closing of New Sales Opportunities
Establish formal review process with key stakeholders (e.g. Customer Business Review)
Requirements : Competencies :
Required Experience :
Preferred Experience :
Required Skills, Education and / or Certifications :
Preferred Skills, Education and / or Certifications :
Equal Opportunity Employer – Including Disabled and Veterans
#HBS
Crear una alerta de empleo para esta búsqueda
Customer Success Program Manager • Springfield, MO, US
Ofertas similares
A company is looking for a Customer Success Manager I to support Small Market Business partnership customers and provide administrative and analytical excellence across the Customer Success team.Ke...Mostrar más
Senior Customer Service Team Member.In-office MondayFriday, 8 : 15 a.Work from home 2 days per week.Commission & Performance Bonuses.
Health coverage, PTO, Paid Holidays, and a 3% employer match a...Mostrar más
A facility in Bolivar, MO is seeking its next amazing Surgical Tech.Read on if this sounds like your perfect fit!Nurses and allied healthcare professionals are in high demand nationwide, and our te...Mostrar más
Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.
We guarantee 15-25 hours per week with an hourly pay of bet...Mostrar más Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.
We guarantee 15-25 hours per week with an hourly pay of bet...Mostrar más 
We’re looking for an Electric Service Manager to lead and support electrical service operations across multiple locations.
A career at Paschal Home Services is more than just a job.W...Mostrar más Paid time off (vacation and / or sick days).Are you outgoing and customer-focused? Do you enjoy working with the public? If you answered yes to these questions, working for an insurance agent may be ...Mostrar más 
We are urgently looking for people interested in taking online surveys for Fortune 500 brands.If you are a self-starter, looking for flexible hours throughout the week, this may be for you! Earn up...Mostrar más
We're looking for candidates with great customer service skills to fill our Remote Customer Service role!.This role is entirely remote and offers full-time / Part time hours with flexibility.We are r...Mostrar más
Work from home with TurboTax Product Expert.Get a $405 Certification bonus³.Work from home & set your own flexible schedule between 8am EST and 12am midnight EST Monday to Sunday⁴.Earn an ...Mostrar más
Looking for a part-time job that provides meaningful work and competitive compensation? Consider a position in a State Farm Agent's office.
Establish customer relationships and follow up with cu...Mostrar más
Fusion Medical Staffing-Nursing is seeking a travel nurse RN ED - Emergency Department for a travel nursing job in Bolivar, Missouri.
Job Description & Requirements.Fusion Medical Staffing is se...Mostrar más A company is looking for a Senior Manager, Customer Success (Scale) to lead the evolution of their scale customer segment.
Key Responsibilities Mentor and develop a team of Customer Success Manage...Mostrar más 
DoorDash is the #1 category leader in food delivery, food pickup, and convenience store delivery in the US, trusted by millions of customers every day.
As a Dasher, you’ll stay busy with a var...Mostrar más
I am a second-generation State Farm Agent.I have been a member of the Bolivar community since 2011, and I am a member of the Chamber of Commerce.
My office has been awarded several awards for our de...Mostrar más
Alleviation is a leading provider of supplemental insurance products aimed at providing financial security and peace of mind to individuals and families.
We specialize in offering a range of insuran...Mostrar más
You got game? You got spring in your step? You want the best job in the world! And schedules that work with you, not against you? That's right, we live to beat the rush and make it possible to ...Mostrar más
Earn at least $810 driving with Uber when you complete your first 53 trips in 30 days.Why Uber? Driving is an easy way to boost your income while maintaining the flexibility your schedule requires ...Mostrar más
Customer Success Manager I
VirtualVocations • Springfield, Missouri, United States
A tiempo completo
Última actualización: hace 3 días • Oferta promocionada
Senior Customer Service Team Member
Rone and Associates - Allstate Insurance • Ozark, MO, US
A tiempo completo
Última actualización: hace más de 30 días • Oferta promocionada
Travel OR (Operating Room) Surgical Tech in Bolivar, MO
Medical Solutions • Bolivar, MO, US
A tiempo completo
Última actualización: hace 6 días • Oferta promocionada
Remote Product Tester – $45 / hr + Free Products – Start Now!
OCPA • Bolivar, Missouri, us
Teletrabajo
A tiempo parcial +1
Última actualización: hace más de 30 días • Oferta promocionada
Flexible Remote Work – Get Paid to Share Your Opinions on Top Brands
OCPA • Bolivar, Missouri, us
Teletrabajo
A tiempo parcial +1
Última actualización: hace más de 30 días • Oferta promocionada
Electric Service Manager
Paschal Air, Plumbing & Electric • Nixa, MO, US
A tiempo completo
Última actualización: hace más de 30 días • Oferta promocionada
Account Associate
Rone and Associates - Allstate Insurance • Ozark, MO, US
A tiempo completo
Última actualización: hace más de 30 días • Oferta promocionada
Online Survey Taker. Earn up to $25 per survey. - Remote
Earn Haus • Bolivar, Missouri, US
Teletrabajo
A tiempo completo +1
Última actualización: hace 8 días • Oferta promocionada
Benefits Customer Service Coordinator (50k-90k per year)
Professional Careers • Bolivar, Missouri
A tiempo completo +1
Última actualización: hace 13 días • Oferta promocionada
TurboTax Customer Support Agent - Remote ($18.50 per hour plus Bonus)
TurboTax • Ozark, Missouri
Teletrabajo
A tiempo completo
Última actualización: hace 13 días • Oferta promocionada
Customer Service Representative - State Farm Agent Team Member
Sarah Rader - State Farm Agent • Republic, MO, US
A tiempo parcial
Última actualización: hace más de 30 días • Oferta promocionada
Travel Nurse RN - ED - Emergency Department - $1,762 per week
Fusion Medical Staffing-Nursing • Bolivar, MO, US
A tiempo completo
Última actualización: hace 1 día • Oferta promocionada
Senior Manager, Customer Success
VirtualVocations • Springfield, Missouri, United States
A tiempo completo
Última actualización: hace 3 días • Oferta promocionada
Delivery Driver - Flexible Schedule
DoorDash • Ozark, MO, United States
A tiempo completo +1
Última actualización: hace 5 días • Oferta promocionada
Customer Relations Representative - State Farm Agent Team Member
Bryant Chastain - State Farm Agent • Halfway, MO, US
A tiempo completo
Última actualización: hace más de 30 días • Oferta promocionada
Entry Level Insurance Sales
Alleviation Enterprise LLC • Ozark, MO, US
A tiempo completo
Última actualización: hace 1 día • Oferta promocionada
Customer Service Rep(01645) - 623 S. Springfield Ave
Domino's Franchise • Bolivar, MO, US
A tiempo completo
Última actualización: hace más de 30 días • Oferta promocionada
Fast Pay - Earn at least $810 in your first 53 trips, guaranteed.
Uber • Bolivar, Missouri, United States
A tiempo completo +1
Última actualización: hace 23 horas • Oferta promocionada