Customer Success Manager

at  Stealth Monitoring

POSITION SUMMARY

Customer Success Managers are customer advocates who are focused on leading the customer experience and managing the day-to-day customer relationships at the site level. As the trusted advisor they manage retention activities that increase satisfaction and drive avenues of organic growth. Fundamental pillars of their job are to:
1. Ensure & monitor satisfaction
2. Issue mitigation
3. Drive retention campaigns
4. Facilitate avenues for renewal, expansion and increased stickiness
5. Relationship building

QUALIFICATIONS

• Completion of a post-secondary degree or diploma in a business-related field or equivalent experience.
• Proficient in software such as Excel, PowerPoint, Outlook and Customer Relationship Management (CRM) software such as Salesforce.
• Knowledge of customer service practices.
• 3-5 years of experience in client facing account management, customer service, or direct sales experience in an entrepreneurial environment is strongly preferred.
• Experience supervising others strongly preferred.

• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location
• Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully
• Mitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while working with cross departmental resources
• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to better support customers and resources in the field
• Develop and identify an understanding of customer use and product value at each location and across book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely
• Maintain system data integrity across multiple customer platforms
• Understand and navigate customer hierarchy and decision process
• Diagnose, research, identify and troubleshoot some basic technical for customer generated requests
• Work within various video management systems
• Provide prompt follow up to customers and ensure their satisfaction