Customer Success Manager

PassagewaysCustomer Success 3-5 Years

Job Description

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!

This job will be based in our downtown Indianapolis office, but training for the first month on the job will be in our Lafayette, IN Headquarters. Candidates should expect to come to Lafayette, IN a few times a week during initial ramp up.

Responsibilities and Duties:
-Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
-Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
-Develop, prepare, and nurture customers for advocacy.
-Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
-Work to identify and/or develop upsell opportunities.
-Advocate customer needs/issues cross-departmentally.
-Program manage account escalations.

Qualifications and Skills:
-Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
-Proven ability to drive continuous value of our product(s).
-Familiarity working with clients of all sizes.
-Impeccable written and verbal communication skills.
-Detail oriented and analytical.
-Strong team player but still a self-starter.
-Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

Posted On

April 15, 2019