Customer Success Program Manager

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
• Increase value from existing products by understanding customer goals and defining additional use cases; expand existing solutions across customer’s business
• Elevate the company’s role in the account
• Shape customer thinking on the technological roadmap for the future
• Bring company expertise and best practices as strategic thought partner
• 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
• 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
• Establish Business alignment
• 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
• Execute on Adoption Strategy
• Project Plan (timelines, tasks, dependencies, metrics, etc.)
• RACI Chart (Executive sponsors, key stakeholders, etc.)
• Execute on Success Plan
• Change Management
• Organizational Structures
• Governance models (customer interactions based on stakeholder and accountable parties, organization structure knowledge, conflict management processes, etc.)
• Training
• Communication Plan
• Monitor Impact and Consumption Measures
• 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).
• Report (internally and to the customer) Impact and Consumption Relative to Desired Business Outcomes
• Review and analyze relevant data.
• Present and report the impact of the offerings currently in place
• Observe, consult, adjust and optimize approach to improve adoption.
• Facilitate Retention, i.e., Renewals
• Perform actions to drive value recognition for example, report on business outcomes and define corrective adoptive actions,
• Identify New Sales Opportunities
• 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.
• Support Development and Closing of New Sales Opportunities
• Establish formal review process with key stakeholders (e.g. Customer Business Review)
• 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
• Project Plan (timelines, tasks, dependencies, metrics, etc.)
• RACI Chart (Executive sponsors, key stakeholders, etc.)
• 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.

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