Customer Success Manager

The Customer Success Manager is an integral part of our drive to increase the value our clients get from our technology platform. The CSM role reports to the Senior Account Director of Customer Excellence and will be responsible for their assigned customers. The CSM will work strategically with clients and internally to have a positive impact on customer satisfaction, customer value delivery and ensure operational excellence. The CSM team will work closely with our Commercial, Support, Services and Product team to provide a true end to end partnership. Successful candidates will be highly self-motivated with strong client engagement experience in customer support, account management or project management and make themselves accountable for the success our clients. The CSM is as unique in skillset and experience as they are in value to our customers. The CSM is the single point of contact for all on-boarded customers and will be a part of every meeting relating to a customer whether internal, external, or executive. The CSM will guide the Customer to consumption of resources and products as well as alignment to industry best practices. The CSM will be responsible for providing the same Customer First Experience to each customer assigned to them. Responsibilities: Proactively manage customer satisfaction through data driven analysis and customer engagementReactively manage customer satisfaction through escalation managementStrategic planning to improve customer success by identifying client specific challenges and areas of operational improvements through matching of our Services to those needs (Upsell or Cross sell).Relationship management to ensure we are strongly aligned and exceeding our customers' needsOwn internal view of customer health status to ensure a single truth on customer experienceOrganize Quarterly Business Reviews with customersCoordinate with internal teams across functions to resolve customer issues in a timely and effective manner.Visit customers as required