he Manager, Customer Success at CEQUENS is pivotal in enhancing customer experiences and nurturing long-term relationships that promote brand loyalty. This role involves deep collaboration across various departments to advocate for customer needs, analyzing customer interactions and feedback, and directly contributing to product and service improvements.
Main Areas of Responsibility
Customer Onboarding and Engagement
- Manage the onboarding process for new customers to ensure a seamless transition from sales to active use.
- Educate customers on the features and benefits of the CEQUENS platform, ensuring they understand how to use the services effectively to meet their business goals.
Strategic Account Management
- Manage a portfolio of vital client accounts to foster long-term business relationships, ensuring maximum value from their investment in CEQUENS.
- Conduct regular strategic reviews of customer accounts, developing both short- and long-term value plans, and facilitating renewal processes.
Account Management and Growth
- Monitor and analyze customer usage of our products to offer timely advice and support, driving engagement and preventing churn.
- Identify upsell and cross-sell opportunities within the existing customer base to maximize customer lifetime value.
Relationship Building and Stakeholder Engagement
- Identify key stakeholders within client organizations and cultivate relationships to deepen commitment and ensure stakeholder alignment with the provided solutions.
Customer Advocacy and Satisfaction
- Increase customer satisfaction through regular, proactive engagements, both on and off-site, to understand their business needs and adjust value roadmaps accordingly.
- Serve as an escalation point for resolving issues swiftly, involving necessary internal stakeholders to drive resolution.
- Act as a voice of the customer within CEQUENS, ensuring that customer feedback influences product development and service enhancements.
Performance Monitoring and Risk Management
- Monitor customer health indicators, including product usage and customer satisfaction, to preemptively identify and address issues.
- Identify potential risks to customers achieving their stated business goals and collaborate with relevant teams to devise and implement risk mitigation strategies.
Cross-functional Team Collaboration
- Work closely with Development, Product Management, Professional Services, Sales, Marketing, and Customer Support teams to deliver a cohesive customer experience.
- Develop and assist with the technical, educational, marketing, and sales materials to support customer success initiatives.
Requirements
- Educational and Professional Qualifications:
- Bachelor’s degree in Computer Sciences, Engineering, Management, Business Intelligence/Analytics, or related field is required.
- Experience:
- Minimum of 7+ years in customer-facing roles within a services environment, preferably in a SaaS or technology-focused company, including at least 3 years in a leadership capacity.
- Proven track record of working with enterprise-level customers and managing significant client relationships.
- Required Skills:
- Exceptional ability to translate complex ideas into simple, understandable terms.
- Strong resilience and ability to perform well under pressure, with a capacity to make rational decisions quickly.
- High adaptability to change in a dynamic, fast-paced environment with high levels of ambiguity.
- Excellent project management skills and the ability to optimize existing processes within the Customer Success department.
- Profound product/technology/industry knowledge to effectively troubleshoot and provide conflict resolution.
- Additional Competencies:
- Highly motivated self-starter with a proven ability to take ownership of challenging issues through to resolution.
- Excellent interpersonal skills, with a focus on teamwork and collaborative problem solving.
- Strong customer advocacy skills, ensuring that customer feedback is heard and acted upon across the company.
