Customer Success Manager at FlexEdge

Job Summary

• A Customer Success team engages with corporate customers to drive our client’s adoption and demonstrate on-going value.
• This critical function is responsible for working with the Key Account Sales Executives (KASEs) in on boarding new enterprise customers by engaging executive teams in driving on-going adoption, managing retention, and expanding our business with existing customers.
• It works with the rest of the organization to uncover new ways to make our client a part of everyday usage of the procurement function of our target market and to improve our product by providing customer feedbacks to the product management organization.

Job Description

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Enable successful roll-out of our product/service to large enterprise customers and multinationals, including sharing and developing relevant creative assets, brainstorming ideas, etc
• Maintain a cadence of communicating with and visiting our enterprise customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for existing enterprise customers to act as advocates (e.g. testimonials, case studies)
• Collaborate closely with KASEs to support pilot customers, renewals, and expansion opportunities
• Marshall resources across the our organisation as needed to support customers needs
• Represent the voice of the customer to inform our sales process and product roadmap
• Aid in product design and product development.
• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Prevent customer churn.

Requirements
Here is what we think you would have done in the past:

• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
• Experience working with large enterprise customers
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals

Qualifications:

• Results-driven mentality, with a bias for speed and action
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
• Strong PowerPoint/Keynote skills. Experience with Adobe InDesign or Illustrator preferred but not required
• Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.