Customer Success Manager

2023-06-08 | po-021528

Company description

This is a global data and analytics company that provides data and technology services, analytics, predictive insights and fraud prevention for a wide range of industries. The company has offices throughout the U.S. and in Australia, Brazil, China, Hong Kong SAR, India, Ireland, Israel, Japan, Philippines and the U.K. The company’s customers include businesses within the insurance, financial services, healthcare and corporate sectors as well as the local, state and federal government, law enforcement and public safety.

Responsibilities

Act as the product expert, supporting not only customers, but also internal teams
Develop deep understanding customers’ objectives and become their trusted partner
Create and manage Success Plans for assigned customers for both immediate and future needs
Define and oversee lifecycle processes/touch points for customers on product usage, onboarding, adoption and NPS
Conduct regular account reviews and create standard presentation materials for the lifecycle plans/account reviews
Manage escalations as needed, including cross functional alignment to solve customer pain points
Responsible for driving product adoption and utilization for assigned customers
Be an expert on best practices in system usage and workflow optimization

Requirements

Act as the product expert, supporting not only customers, but also internal teams
Develop deep understanding customers’ objectives and become their trusted partner
Create and manage Success Plans for assigned customers for both immediate and future needs
Define and oversee lifecycle processes/touch points for customers on product usage, onboarding, adoption and NPS
Conduct regular account reviews and create standard presentation materials for the lifecycle plans/account reviews
Manage escalations as needed, including cross functional alignment to solve customer pain points
Responsible for driving product adoption and utilization for assigned customers
Be an expert on best practices in system usage and workflow optimization