The Customer Success Manager engages with the company's customers to drive and accelerate their value realization and to ensure business outcomes are met through consumption of their purchased solutions and success service entitlements. The Customer Success Manager is responsible for the management, orchestration of resources, and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition and execution (adoption and consumption), account relationship management, issue mitigation, and point of escalation for assigned customers.
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Core Tasks
- Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions/pay maintenance.
- Build trusted relationships with customers in order to support value-based consumption focused activities.
- Monitor SLA performance and maintain a high level of customer satisfaction.
- Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle.
- Leverage data and tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans.
- Act as primary point of escalation for customers' account issues.
- Contribute to the library of success plays and best practices to further grow the company's ability to drive customer success.
- Identify opportunities at customer to grow the company's footprint through expansion of licenses or services.
Accountability
- Manage projects, define deliverables, and provide definitive advice and interpretation of situations.
- Ensure business critical and innovative results.
- Ensure that goals and milestones are met and approved budgets are managed appropriately.
- Manage escalation appropriately.
- Track single project budget line and build strategic partnerships with key decision makers in customer and partner organizations.
Experience Required
- Previous experience with Procurement and Fieldglass solution is mandatory.
- Strong Procurement Line of Business specific experience.
- 10+ years of experience in areas such as managing complex customer engagements, commercial experience including experience developing account management plans and contract negotiation, and driving adoption and consumption across all customers to ensure maximum value realization.
- Customer relationship management expertise.
- Leadership experience is desirable.
- Proficiency in the company's Commercial and Account Management Systems with complex account management and a customer focus.
