Customer Success Account Manager

The Customer Success Manager (CSM) is responsible for ensuring ongoing success, timely adoption, and extreme satisfaction of our customers. You will work collaboratively with customers, internal teams, and leadership to drive customer adoption, retention, and advocacy.  Responsible for the overall account management for the named account or accounts. This includes handling all markets in which the account operates and directing all personnel assigned to the accounts.  Build a strong plan and execute and deliver to achieve sustainable growth in the assigned accounts.  Provide input into the account strategy and identify regional requirements for business operations in the assigned territory.  Manage multiple and changing priorities based on factors such as time constraints, urgency, and business need.  Ensure operations align with the Toshiba mission, strategic objectives, and policies.

Establish and grow trusted advisor relationships with all key customer personnel, leveraging the Toshiba Team to drive the TGCS solutions involving Hardware, Software, and Services forward. The CSM will also work closely with all other TGCS teams (e.g., Account Executive, Services Sales, Solution Architect, et al) engaged on the accounts, including engaging in new sales initiatives to drive growth within the responsible accounts. As new Solutions are introduced into the accounts, they will participate in resource planning and allocation to meet the obligations resulting from the new or added on Solution.

Areas of Expertise & Special Skills:

Required Skills:

• Bachelor’s degree with 8+ years of functional experience in solutions delivery
• Proven experience in a Customer Success or equivalent customer facing role, preferably in a technology or solutions company. At least 3 years customer facing experience at the customer Director level or above.
• Strong understanding of retail technology, hardware, and software.
• Strong leadership and crisis management skills.
• 6 or more years of experience managing customers, personnel, and account profit and loss (P&L).
• Experience with service quality assurance, service delivery, logistics, finance, billing and contract management.
• Ability to understand high-level technology concepts and communicate with customer non-IT managers and senior executives.
• Strong inter-personal and relationship building skills.
• Demonstrated business acumen to work and lead diverse staff in a multi-cultural remote environment as well as a matrix environment. 
• Strong analytical, written, oral communication and presentation skills – proficiency in written and oral English.
• Proficient use of technology including MS office programs and Internet resources.
• Must be able to work flexible hours to accommodate early morning/evening meetings/ teleconferences with different time zones if needed.
• Strong problem solving and critical thinking skills.
• Strong project management skills, ability to prioritize activities and work on multiple projects at once.
• Proven experience in achieving operational excellence and developing end-to-end procedures with a keen ability to identify improvement opportunities and implement change.
• Ability to achieve goals through influencing, partnering, and developing productive relationships with leadership across the business and vendor relationships.
• Ability to communicate complex issues simply and effectively to all customer/employee levels.
• Possess critical thinking to evaluate complex strategies and develop recommendations.
• Possess strong consulting skills and the ability to quickly assess situations, identify gaps and possible solutions.
• Executive Stakeholder Management & Influencing Skills - Develop and maintain effective relationships with a broad group of stakeholders to foster trust and influence key decisions; collaborate, address conflict, and resolve issues on a timely and effective manner.
• Demonstrate knowledge of state-of-the-art thinking and practices in solution delivery with the ability and willingness to dive deep into the details.

Responsabilities:

Promote and oversee deployment and adoption of innovative solutions:

• Collaborate with customers to ensure timely and effective adoption of solutions, providing guidance and support throughout the process.
• Drive timely adoption by delivering on time with quality.
• Ensure a seamless and positive experience.
• Collaborate with customers to understand their unique needs and goals.
• Support and Issue Resolution:
• Address customer inquiries and issues promptly, collaborating with support teams for effective resolution.
• Proactively identify and mitigate potential challenges to customer success.

Drive Extreme Customer Satisfaction:

• Implement strategies and initiatives to achieve extreme customer satisfaction, going above and beyond customer expectations.
• Build and nurture strong, trusting relationships with key customer contacts.
• Serve as the main point of contact between customers and internal teams.
• Data Analysis:
• Utilize customer data and analytics to monitor customer health, identify usage patterns, and provide insights for strategic decision-making.
• Continuous Communication:
• Establish regular communication channels to keep customers informed about updates, new features, and best practices.
• Conduct regular check-ins to assess customer satisfaction, ensure timely adoption, and address any concerns.

Revenue Growth:

• Identify opportunities for revenue growth through upselling, cross-selling, and ensuring timely adoption of additional products, features, or services.
• Leverage knowledge of the accounts and the TGCS solutions to make informed business decisions and execute business strategies. Support business leads through new business initiatives, account onboarding, existing account evaluations, and product rollouts to ensure financial and strategic objectives match the scale, scope, and cost of the solution/services deployed, and business value is delivered. Work with the business to identify critical business leads at the start of an engagement and ensure a plan is in place for business readiness, rollout, and ongoing product support. Determine the financial implications of contracts and assigned projects on business results using standard business metrics. Assess the impact of current contracts and market conditions on the business.
• Account Planning:
• Collaborate with the Account Executives on regular account planning for assigned accounts.
• Renewal Management:
• Work on renewing customer contracts or subscriptions, ensuring continued customer commitment.
• Identify opportunities for upselling or cross-selling additional solutions.

Develop Talent:

Key influencer in developing Toshiba talent. Contribute to Individual Development Plans (IDP) and provide feedback on 9 Box and Performance reviews with respective employee managers. Manage teams and implement innovative strategies and programs. Provide leadership and mentoring to personnel assigned to the account.

We offer:

• Hired directly by Toshiba and 100% under payroll.
• Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
• Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
• Minor medical expenses insurance.
• Savings fund for employees, capped at the limit of the law.
• Grocery coupons.
• Pension plan.
• 12 days of vacation plus 6 floating days.