Customer Success Manager

at  cameramatics

JOB SUMMARY

CameraMatics is looking for a Customer Success Manager (CSM) to work with our largest customers to ensure they receive value from their solution investments into CameraMatics. You will work with these accounts, drive progressive adoption and value realization, and deliver an overall high-quality experience that results in increasing NPS and ultimately, strong retention. You will learn about your customer’s business goals and objectives so you can develop effective success plans that drive achievement of their goals and intended outcomes. You will act as a trusted advisor building a consultative relationship with key stakeholders within your customer portfolio. You love understanding a product in depth and educating customers on how it can benefit their business. If you love working with customers to deliver value and an outstanding experience in a fast-paced environment, then we want to talk to you.

QUALIFICATIONS & SKILLS

• Prince2 or Degree would be preferable.
• Strong commercial understanding and experience in managing a PnL.
• 4+ years Prior CSM or account management experience
• Strong communication skills and technical aptitude
• Familiarity with Salesforce, CSM/CRM tools and other Software-as-a-Service is a plus
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation strategies
• A real go-getter who takes the initiative to get things done
• Enjoys working closely with customers to deliver value and outstanding experience
• Self-motivated with the ability to own and drive initiatives to completion
• Background in the SaaS space would be beneficial

• Manage all strategic post-sales activity for CameraMatics customers through progressive adoption activities, relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of the CameraMatics product portfolio and speak with customers about the most relevant features/functionality for their specific business needs.
• Ensure that a plan is in place with each customer to drive positive outcomes and improve the time value is realized from our solutions
• Increase customer retention by conducting regular check-in calls for tactical items and perform strategic business reviews
• Seek out expansion, cross-sell and up-sell opportunities through intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals and articulate how CameraMatics solutions can help them achieve their business outcomes
• Monitor accounts to identify churn risk and work proactively with the broader account team to eliminate that risk and guide our customers to a successful renewal
• Partner with our professional services team to engage with customer executives and line-of-business stakeholders.
• Analyse usage patterns, KPI’s and other methods to provide insight and that show the ROI achieved through the use of our solutions.
• Develop strong relationships with Sales, Customer Care, E-Learning, Product Solutions and Operations to ensure alignment and partnerships to support sales thru services selling.
• Be able to communicate technical concepts in business or technical terms and manage tier 1 support levels without needing to raise support tickets.
• Partner with Customer Support to ensure appropriate knowledge transfer is conducted and to support the team when challenges arise.
• Work closely with Product, Customer Care, Engineering on identification and tracking of enhancement requests and bugs.
• Function as the “voice of the customer” and provide internal feedback on how CameraMatics can better serve our business and the customers.