Strategic Customer Success Manager

Description

You will be joining a highly successful global customer success team and winner of the Omega NorthFace ScoreBoard Award for Outstanding Customer Service.  Mainly responsible for the renewal of Support & Maintenance subscriptions (contracts) of their ECM Product, you will be joining a team who truly want to deliver great experiences to our customers.  You will be targeted on retention and measured on key Customer Health performance indicators.Protecting this crucial, predictable revenue stream is a key role with high visibility.  He/she will also need to nurture the relationship with customers and provide quality customer service by responding to external queries in an efficient and informed manner and proactively offering ongoing care and service. He/she will be the main point of contact for existing Customers and Partners.

• Engage with clients to drive engagement and value
• Engage client early to understand the big picture, proactively position value and assist with execution
• Own and manage interaction plans to ensure continuity, high levels of satisfaction and on time renewal
• Present status update on on-going, frequent basis
• Maximize impact of cross functional resources (Support, Professional services, Field, etc) & personally intervene when appropriate
• Advocate on behalf of clients with Product management, Engineering and Leadership for critical product enhancements and issue resolution
• Partner with broader, Senior account team (sales, PS, CS Executives) to provide seamless customer interaction
• Analyze data on Support usage, surveys and all other forms of feedback to form a comprehensive point of view on clients/territory. Report on health & propensity to renew.
• Issue renewal contracts with a view to getting them signed and returned prior to expiry -  renewal rates are measured according to quarterly targets
• Create and maintain a rolling 4 Quarter view of your territory
• Sell the value of Support and upgrades to the customer and keep in contact with the customer in the ‘dead zone’
• Proactively win back delayed contracts and sell consolidated renewals to minimise administrative tasks and streamline the whole customer base
• Ensure Salesforce (CRM tool) and Gainsight (Customer health tool) are constantly  updated for the easy tracking of revenue results and customer health indicators
• Work closely with the internal and external Sales and the technical teams to create a united front to the customer and to identify other revenue opportunities
• Accurately provide a bi-weekly forecast for subscriptions renewals to the Manager of the AMER Customer Success team.
• Liaise closely with the Support team to fix possible issues in a proactive manner
• Liaise closely with the Finance team to address possible debt or credit term issues