Customer Success Manager

at  Martello Technologies

We are looking for a Customer Success Manager (CSM) who loves working in a fast paced, rapid growth SaaS environment. In this role, you will be responsible for developing and implementing programs to establish and nurture long-lasting relationships with Martello’s existing customers. The CSM will ensure product adoption that will drive customer success, engagement, and retention.

DESIRED SKILLS AND EXPERIENCE:

• Bachelor’s degree in a related field preferred or equivalent experience.
• 5+ years’ experience in customer facing role, ideally within Tech or SaaS.
• MUST have strong working knowledge of Salesforce.com and Microsoft Office 365.
• MUST have strong working experience with either Microsoft Office 365 (Teams), Mitel or Telecommunications or Network.
• Strategic thinker, with strong organizational skills. Must have a strong commitment to customer success with excellent customer follow-up skills to ensure client expectations and deadlines are met.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment to meet evolving business needs.
• Willing to to travel up to 15% of the time.
• Highly detail-oriented and able to manage multiple projects simultaneously.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Manage a portfolio of clients and ensure a high level of satisfaction and product adoption is achieved.
• Facilitate the transition out of implementation to Go-Live and support the client’s drive towards self-sufficiency.
• Conduct regular meetings with the client and make recommendations to provide continued success with Martello’s suite of products.
• Maintain continual interaction with clients to ensure they are maximizing our services ensuring a comprehensive understanding of features and capability usage and any opportunities to improve their ROI on our services through upsell opportunities.
• Driving existing customers through contract renewal cycles and working with Renewals Manager to execute renewals.
• Build customer references and create opportunities to allow customers to showcase our solutions to other potential customers.
• Maintain expert level knowledge of each of Martello’s offerings.Manage your account base against industry standard metrics and KPIs that support CSAT & NPS scores.