Customer Success Manager
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Job Description
Customer Success Manager at Case IQ driving customer retention and satisfaction in a remote role. Engaging customers for software adoption and value realization across sectors.
Responsibilities:
- Take ownership of the long-term customer relationship post onboarding, with the goal of driving long-term retention and customer satisfaction
- Funnel customer feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company
- Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you’ve identified
- Primary focus will be outbound customer communication to drive application education and usage, expand user base, deliver best practice examples, etc.
- Secondary focus will be assisting customers by championing effective communication between customer and internal technical support teams in support of resolving open tickets
- Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each customer and drive full adoption of Case IQ via ongoing training, quarterly business reviews, etc.
- Educate customers on new features as they are added to the platform
- Input and maintain the CRM with up-to-date communications, conversations, and correspondence with customer to ensure all internal parties are aware of customer status
- Identify customer success stories that can be used in our marketing efforts and help drive these to fruition
- Customer Success role specifically measured on gross customer retention, customer satisfaction (measured by net promoter score and/or similar tools), and lead generation funneled to our account management team
Requirements:
- University, College and/or Post Graduate Certificate related to Business or equivalent working experience
- Proven work experience as a Customer Success Manager required
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse book of business, identifying trends and maintaining account plans
- Experience in customer experience role or equivalent experience increasing customer satisfaction, adoption, and retention in a technology environment
- Nice to haves (assets)
- Experience using Gong, ChurnZero, Salesforce and other AI/CRM tools is an Asset
- CSM Cerification
- Experience in SaaS technology
- Experience in Case Management Processes and Procedures
Benefits:
- Work remotely within a flexible work environment (We have employees spanning 7 countries!)
- Competitive company-paid benefits plan starting day 1!
- Generous professional development budget
- Half-day Fridays in the summer
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