Customer Success Manager
Experience.com, India
Job Description
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Experience.com - We make every experience matter more . . .
Position Summary
Job Title:Customer Success Manager
Location:Remote
Shift Timings:Pacific Timings (PST)
Customer Success Managers are responsible for an incredible customer experience, delivering joy and delight to our client community professionals. As a part of Experience.com’s Create WOW mission, Customer Success Managers build thriving client partnerships, aligning customer business goals to an accelerated approach that maximizes value realization from Experience.com’ solutions. The Customer Success discipline ensures high customer satisfaction levels, successful engagement with our platform and products, increased retention and driven growth, and a consistently strong actualization of value from solutions by developing and executing proactive success plans.
Key Responsibilities:
- Create and execute Customer Success plans to establish strong trust-based client relationships, driving adoption and business value from solutions and our partnerships.
- Establish proactive, value-driven, high-touch relationships with customers to understand, document, and align client strategies and business objectives with Experience.com’s product portfolio and service capabilities.
- Deliver a proactive engagement and communication strategy that focuses on meeting customer outcomes, creating client advocates that evangelize Experience.com and drive new opportunities.
- Engage consistently with customers throughout the client lifecycle to ensure alignment on actual vs. expected performance, value realization, and business goals, to drive solution and partnership impact.
- Manage programs and optimize processes in the Experience.com Customer Journey, utilizing success markers to maintain the proper balance between technology and touch to maximize customer health.
- Define and monitor key performance indicators on a portfolio of clients and execute actions to ensure these targets are consistently met and jointly scored between Experience.com and our customers.
- Educate customers on Experience.com’s solution landscape, relevant to their business practices, while also conducting workshops to build stakeholder alignment on joint roadmap for products and services.
- Work collaboratively across the Experience.com organization to amplify the impact of client feedback, ensuring customer questions, comments, and concerns lead to consolidated, actionable plans that deliver results.
- Partner extensively with the internal stakeholders to support account teams in conducting business reviews and structured engagements that deliver valuable business insights and roadmap alignment.
- Design, develop, and deliver customer success engagements and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account, deployed internally and externally.
- Manage the customer experience, orchestrating and collaborating with the internal teams and resources to ensure and document clients’ progress, achieve their goals, and execute cohesively.
- Direct a cross-functional approach that supports the customer onboarding framework by identifying and executing actions that drive client business value realization against purchased solution scopes.
- Advocate for customers by channeling the ‘Voice of the Customer’ to drive best practices, aligning their business roadmap with our platforms and solutions, and engaging them as a community.
- Execute on or participate in the Experience.com Customer Success organization’s alignment and evolution of programs to accommodate changes in business requirements, partner or vendor agreements, etc.
- Evaluate and generate internal buy-in to the Customer Success philosophy and ensure it permeates all organizations, departments, programs, and initiatives across the company.
- Foster a Customer Success culture by sharing customer insights, wins, and growth opportunities that inform sales, engineering, marketing, and service improvement opportunities.
- Monitor client usage against costs of consumption for input into utilization management recommendations.
- Maintain industry and technical knowledge by attending workshops and reviewing relevant publications, establishing networks, and participating in professional organizations.
Key Performance Indicators (KPI's):
1) Gross Revenue Retention (GRR) for individual assigned account portfolio.
2) Net Revenue Retention (NRR) inclusive of expansions and growth of client relationships.
3) Customer Health inclusive of client satisfaction measures including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
Skills and Experience:
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