Customer Success Manager (CSM)

Customer Success Manager (CSM) for VeraLogics plays a critical role in ensuring customer satisfaction, retention, and success with the company's services. The CSM serves as a point of contact and trusted advisor for customers, working closely with them to understand their needs, address concerns, and maximize the value they derive from the IT services provided.

Essential functions/job responsibilities

- Relationship Management: Build strong, long-lasting relationships with customers. Serve as the primary point of contact and trusted advisor for all their service-related needs. Maintain regular communication to understand their evolving requirements, address concerns, and identify opportunities for additional services.

- Account Management: Own the overall customer relationship and account management. Develop a deep understanding of the customer's business, industry, and IT environment. Identify areas where the company's services can add value, improve efficiency, or drive innovation. Proactively engage with customers to provide recommendations and upsell/cross-sell opportunities.

- Customer Success Planning: Collaborate with customers to create and execute customer success plans. Define measurable goals, milestones, and success metrics aligned with the customer's business objectives. Continuously monitor progress, identify potential risks, and take proactive measures to ensure successful outcomes.

- Service Delivery and Support: Coordinate with internal teams to ensure seamless service delivery. Act as an escalation point for customer issues and concerns, working closely with technical teams to resolve them in a timely manner. Provide ongoing support and guidance to customers, ensuring their satisfaction and successful utilization of IT services.

- Customer Training and Enablement: Develop and deliver training programs to educate customers on the effective use of IT services. Conduct regular workshops, webinars, and knowledge-sharing sessions to enhance their

understanding and proficiency. Provide guidance on best practices, industry trends, and emerging technologies.

- Customer Advocacy: Serve as the voice of the customer within the company. Gather customer feedback, insights, and requirements. Advocate for customer needs and priorities with internal stakeholders, including product management, development, and support teams. Collaborate to drive improvements and innovation based on customer feedback.

- Renewals and Expansion: Collaborate with the sales team to identify opportunities for contract renewals and upsells. Work closely with customers to demonstrate the value of continuing and expanding the engagement with the company's services. Ensure timely renewal negotiations and contract extensions.

- Customer Success Metrics and Reporting: Define, track, and report on customer success metrics, such as customer satisfaction, retention rates, usage/adoption rates, and upsell/cross-sell opportunities. Prepare regular reports and presentations to provide visibility into customer health and engagement. Use data-driven insights to identify areas for improvement and drive strategic decisions.

- Industry and Technology Knowledge: Stay up to date with industry trends, emerging technologies, and best practices in IT services. Develop a deep understanding of the company's offerings and how they align with customer needs. Leverage this knowledge to provide consultative guidance and thought leadership to customers.

Requirements:

- Bachelor's degree in a relevant field, such as computer science, information technology, or business.

- Previous experience in a customer-facing role, preferably in customer success, account management, or IT services.

- Strong technical aptitude and understanding of IT services, infrastructure, and solutions.

- Excellent communication and interpersonal skills to build rapport with customers and internal stakeholders.

- Proven ability to manage multiple customer accounts, prioritize tasks, and meet with customers.

Experience & Qualifications:

- Bachelor's degree in a relevant field (business, marketing, communications, etc.) or equivalent work experience.

- Minimum of 8 years’ previous experience in a customer-facing role, such as customer success, account management, or sales.

- Strong interpersonal and communication skills to effectively engage with customers and build relationships.

- Excellent problem-solving and analytical skills to identify customer needs and provide effective solutions.

- Ability to work independently, prioritize tasks, and manage multiple customer accounts simultaneously.

- Familiarity with customer success management software and CRM systems.

- Understanding of VeraLogics products and services.

- Knowledge of the industry or market segment in which the company operates.

- Proactive mindset with a focus on customer satisfaction and driving results.

Job Related Competencies

- Business Acumen

- Coaching/Feedback

- Interpersonal/Communication

- Professional

- Technical

Supervisory responsibilities – Yes

Work environment – Hybrid

Affirmative Action/EEO statement

All qualified applicants will receive consideration for employment at VeraLogics, Inc. without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. VeraLogics Inc. is proud to be an affirmative action and equal opportunity employer.

Other duties

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Any activities may change at any time with or without notice.