Customer Success Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7et8t7

Responsibilities The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform.
This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.
The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
This is an Individual Contributor position.
Customer Accountability and Value Alignment:
Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.




Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
Share best practices for sales and service process optimization, data quality, and customer experience.
Strategic Advisory and Stakeholder Management:
Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowl

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7et8t7