Senior Customer Success Manager

Location
Dublin West
Salary
Negotiable
Posted
03 August 2018
Closes
04 September 2018
Ref
1390RMCSM19
Position / level
Professional
Contract Type
Permanent
Hours
Full Time

Responsibilities, Skills & Qualifications 

  • Professionally manage customer relationships to ensure consistently high satisfaction levels.
  • Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers.
  • Ensuring every customer within your portfolio renews their contract with the company
  • Positioning and selling Customer Success service offerings to customers
  • Handling overall responsibility for managing the customer relationship
  • Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
  • Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
  • Working closely with Insight and Strategic Customer Directors to identify new opportunities within your customer base
  • Monitoring and facilitating the customer’s adoption of our solution features and functionality providing the company with an understanding of the customers overall business needs as they relate to our products
  • Ensuring all your customers are positioned as references for the companies prospective customer base
  • Prioritizing and driving resolution on escalated customer issues
  • Demonstrating strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
  • Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. 
  • Drive incremental revenue within existing customer accounts
  • Effectively manage the on-going customer management after deployment of the recognition solution
  • Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders
  • Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements

Required skills and experience:

  • Exceptional oral and written communication skills required to document and communicate with internal and external resources
  • Ability to work directly with field sales, technical, marketing and operations personnel.
  • Ability to achieve results by effectively communicating with other groups and collating action plans for customers
  • Strong organizational skills with attention to detail required to ensure accuracy and effective execution
  • Demonstrated Project management skills in managing solutions for Fortune 500 customers
  • Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
  • Ability to work independently as a self-starter
  • Excellent follow-up skills with great attention to detail
  • Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature-High energy and positive “can do’ attitude
  • Ability to travel approximately 30% of the time

Qualifications

  • College Degree or equivalent work experience
  • Minimum 5+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
  • Proficient in SalesForce.com, Microsoft Project, and Microsoft Office

For more information on the Senior Customer Support Manager role please send your details to rmelia@sigmar.ie (Click APPLY)

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