Customer Success Manager
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Job Description
Customer Success Manager taking ownership of client relationships at AlertMedia. Driving adoption, retention, and growth by executing strategic guidance for customer success.
Responsibilities:
- Build strong relationships with our customers
- Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
- Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
- Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
- Manage a series of personal and automated touchpoints and to drive ongoing customer experiences
- Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
- Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
- Respond to all customer inquiries in a thoughtful and timely manner
- Keep track of new product developments and strategically inform/train customers on them
- Communicate desired software requirements to product management team in a cross-functional feedback loop
- Effectively track all customer communication in Gainsight
- Diligently manage Gainsight and Salesforce data to effectively manage your book of business
- Contribute to AlertMedia’s culture, values, and vision for the future
Requirements:
- 2-3 years’ experience as a Customer Success Manager
- Experience with Salesforce, Excel & Gainsight (a plus)
- Desire to work with demanding, multi-national customers
- Established CSM who is self-motivated and customer-focused
- Outstanding verbal and written communication skills
- Strong listening skills with the ability to work with a variety of customer profiles
- Excellent project management skills with proven ability to prioritize
- Strong analytical, negotiation, and creative problem-solving skills
- Proven ability to work with all members of our team (business development, software development, and product management)
- The desire and ability to learn and be coached
- Position is fully remote and open to Republic of Ireland residents
- Must have the legal right to work in the Republic of Ireland without Sponsorship. AlertMedia does not Sponsor.
Benefits:
- Competitive Base Salary
- Amazing rewards and incentives – we love celebrating each other
- Commitment to community service with opportunities to give back
- A Best Places to Work company 10 years in a row and numerous other awards
- Ongoing career development opportunities through our Learning & Development team - we love investing in our people!
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