Strategic Customer Success Manager
Posted Updated
Description
- SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Strategic Customer Success Manager to ensure the long-term success of our clients by nurturing exceptional client relationships and delivering continuous value through our platform
- This role involves working closely with large, strategic clients to understand their business goals, drive adoption of SOCi solutions, and achieve measurable outcomes
- Develop and maintain strong relationships with key stakeholders within client organizations to ensure their success and satisfaction with SOCi solutions
- Act as the lead point of contact for all strategic client matters, anticipate clients’ needs, and work within the company to ensure deadlines for client deliverables are met
- Plan and conduct regular check-in meetings to ensure client satisfaction and retention
- Work collaboratively with sales, marketing, and product teams to streamline service delivery and ensure clients can maximize the value of SOCi products
- Develop a deep understanding of our products and services to facilitate training sessions for clients on new tools and features
- Monitor and analyze clients’ usage of our product and generate insights to enhance their user experience
- Identify opportunities for growth within existing accounts and collaborate with sales teams to ensure growth attainment
- Handle and resolve customer requests and issues promptly and effectively
- Prepare and deliver quarterly and annual reviews to clients, showcasing their progress and aligning with their business goals
- Advocate customer needs/issues cross-departmentally and program-manage customer concerns
- The ideal candidate is passionate about client service and skilled in handling complex client portfolios
- Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
- Experience in working with complex, multi-divisional, multi-geographical customers
- Strong analytical and problem-solving skills with a solution-oriented mindset
- Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc
- Strong empathy for customers and passion for revenue and growth
- Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively
- 5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients
- Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels
- Demonstrable ability to drive continuous value of our product(s)
- Education Requirements: Bachelor’s degree in Business Administration, Marketing, Communications, or related field
- Upon posting, applications for this position will be accepted on an ongoing basis