No C2C/H1B/Sponsorship. Must be direct W2 Only.
Largest business networking platform is in need of a Senior Customer Success Manager for a 12 month hybrid contract in Chicago.
Day to Day
- Main focus is supporting 35 external customers across any industry, connecting regularly and providing touchpoints on any data, optimize use of certain products, working closely with sales partners to prioritize these projects for upcoming customer renewals.
- Managing existing book of business only, not responsible for sales generation just working with a sales partner to ensure existing customers continue to renew.
- Collaborating with Sales and Customer Success for collabs and onboarding, also other Support teams
- 6+ years of experience in ideally a large enterprise work environment. No industry experience is required
As a CSM you will be tasked with:
• Serving as a Customer Champion and Advocate
• Helping Customers realize value from their investment
• Manage a book of business by prioritizing and delivering on key customer lifecycle, events
You will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on Hiring products and solutions.
Responsibilities:
• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority
• Partner with teams (ie. sales, implementation, insights, etc.) on prioritized customers to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).?
• Execute leading practice recommendations based on methodology leading practices to book of business to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.?
• Build an understanding of products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
• Help identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Sharing customer insights to drive different product adoption behaviors.
• Track and document customer activity via system tools Dynamics.
• Encourage customers to utilize appropriate scaled resources to increase their utilization per methodologies.
• Minimum travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory.
Basic Qualifications:
• 6+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management