Customer Success Manager - Enterprise

ServiceChannel Customer Success Manager - Enterprise

We are seeking a Customer Success Manager to coordinate product adoption, light-training, advocacy, retention, etc., and outcomes (e.g., improved utilization, standard methodologies, and expanded use of our products). This role requires a strategic problem solver and a proactive and efficient executor ensuring client needs are met. In addition, this role requires experience managing multiple enterprise customers (20+) throughout their customer journey delivering proven results on customer's desired outcomes.

Responsibilities :

• Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of ServiceChannel's product offering throughout the customer lifecycle.
• Establish and supervise the customer's adoption, training and development, and utilization of ServiceChannel's products to continually drive incremental value. Build and execute success plans for each customer in your book of business.
• Foster client engagement with the ServiceChannel Analytics platform, empowering clients to make informed, data-driven decisions.
• Manage technical integrations for key customers and strategic accounts.
• Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.
• Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are executed.
• Proactively communicate relevant ServiceChannel news and product developments to clients.
• Collect and communicate customer feedback to drive ongoing product improvements.
• Work cross-functionally with ServiceChannel teams to set strategies for customer success.
• Be a client advocate, while keeping ServiceChannel values and initiatives in mind.
• Provide internal communications regarding customer's configuration, usage information, satisfaction of the system and churn risk.
• Provide light training and guidance to clients and service providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
• Create and conduct quarterly or annually Business Reviews with your customers.

Required Skills & Experience :

Preferred Skills & Experience :