Description:
The Customer Success Manager 2 helps new and existing customers derive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. This role serves as a primary point of contact representing the customer.
What you will be doing
- Drive retention and growth among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions using multiple methods of communication such as digital and non digital techniques
- Collaborate and consult with customers to understand business objectives. Analyze existing ROI models to present to customers based on objectives
- Act as the customer advocate by sharing established best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members
- Effectively identify and partner with resources across departments based on customer objectives to support customers’ needs
- Partner and support customer executive level business stakeholders (C-Suite) with their renewal and expansion needs
- Identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan
- Assist as needed in client issues resolution and be accountable for client experience and satisfaction
- Represent the voice of the customer to inform the company's marketing, sales, and product strategy
- Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy