Customer Success Manager (CSM)

Herndon, VA
Sep 20, 2019
Sep 25, 2019
Full Time
Are you passionate about customer success? Are you a true hybrid professional with customer acumen and a proven technical foundation? Then come be a member of FranConnect Customer Success, providing mentorship, planning and oversight while demonstrating adoption and technical best practices. The Customer Success Manager (CSM) is the key partner helping our valued customers achieve their strategic objectives and maximum value from their investment in FranConnect. Additionally, the CSM serves as the liaison between the customer and the FranConnect ecosystem streamlining partnership with Product Management, Engineering, Professional Services, Center of Excellence, and others. The CSM will drive engagement with all stakeholders and end-users within their assigned account, and they will ensure effective new user and product onboarding and maximize usage of products and solutions. Principal Duties and Essential Responsibilities: Partner with the Director of Customer Success to execute on the customers' operational and product utilization related goals by driving overall customer adoption, enhancing customer success, and mitigating customer churn risk. Develop customer education, on-boarding, and implementation plans to provide user-focused training, onboarding, and engagement with the Center for Excellence. Maintain healthy, metrics-based customer engagement levels by identifying low utilization and providing solutions to further drive customer success. Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practice usage. Expedite technical and purchase-related escalations. Act as a trusted advisor to customer stakeholders and drive product adoption. Ensure that the customer uses the solution to achieve agreed strategic business goals and operational priorities, leading to full business value. Maintain an understanding of FranConnect products, industry knowledge, and franchising trends to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs. Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize usage of products. Document all communication with users and accounts accurately and in a timely manner via system tools. Interpret customer insights to drive change in product and act as voice of customer to the Product Marketing and Product teams. Provide best practices to help drive user behavior and adoption in product and map solutions to existing customer workflows. Manage regional and national programs in partnership with the account team and customer. Work with the Center for Excellence team to prepare customer-facing white papers and quarterly business reviews. Celebrate customer wins when customers are using the product well. Participate in any other departmental or cross-departmental project or assignment as needed. Minimum Requirements: A minimum of (5) + years of overall work experience. A minimum of (1) + years of work experience supporting enterprise-level software solutions. Bachelor's degree from 4-year University (Business and Technical Degrees preferred). In-depth technical background and abilities including experience with current Microsoft Office, Salesforce, ZenDesk or other support and ticketing applications. Demonstrated success in effective delivery of customer success with a commitment to working closely with other members of the company's technology, support and sales teams. Strong interpersonal skills, including the ability to listen effectively and the ability to present oneself in a professional manner under pressures of demanding customers, time and schedule. Flexibility regarding work schedule to meet position needs outside of regular business hours. Ability and motivation to learn new technologies quickly with minimal support and guidance. Demonstrated ability to consistently communicate with customers and staff so that instructions are clearly presented, consistently understood, and feature excellent verbal and written communication techniques. Exceptional verbal and written communication skills. Ability to work efficiently in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired. You are energetic, never settle for the status quo, are a creative problem solver, and like to have fun at work Preferred Requirements: Previous Customer Success Experience Experience with CSM tools like ChurnZero, Gainsight, and Totango Experience working in enterprise applications Experience with C-level client engagements

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