Customer Success Manager
Job Description
Decisions is a fast-growing, private-equity-backed technology company that provides the only seamlessly integrated workflow and rules platform for business process automation. The Company is trusted by some of the most well-known and respected Fortune 500 companies and SMBs around the world including Pfizer, Rite Aid, Staples, and American Express. By using Decisions' no-code BPM platform, customers across industry verticals are empowered with the ability to rapidly automate and transform their business processes, improve operational efficiency, and drive company results, regardless of technical skillset.
The Decisions Customer Success team engages and joins our clients on their journey to drive adoption and ongoing value within their organization. The team is responsible for onboarding new clients while partnering with the executive and implementation teams to discover, efficiently implement, and encourage ongoing adoption. The team manages ongoing renewals and pursues further growth and expansion.
Key Objectives
Objective #1: Assists with onboarding and management of new and strategic accounts
- Be the Voice of the Client to inform our sales process and product roadmap
- Enable successful roll-out of Decisions to client employees/customers
- Share and help develop relevant creative assets, brainstorm ideas, and attend launches virtually or in person
Objective #2: Drives retention and growth among our most valuable clients by understanding their business needs and helping them succeed
- Collaborates closely with the Solutioning and Sales teams to support client proof of concepts, renewals, and expansion opportunities
- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle
- Work with customers to ensure they are leveraging Decisions effectively and finding value in our services
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
Objective #3: Maintain a communication cadence with our clients regarding their adoption trends, sentiment, and mining opportunities for deeper engagement and relationship
- Serves as day-to-day customer liaison and lead point of contact to ensure successful and timely completion of customer requests
- Identifies opportunities for clients to act as Decisions advocates (e.g. testimonials, case studies, white papers)
- Maintain a detailed understanding of products and services
- Conduct weekly, quarterly, and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met
Objective #4: Reviews tickets, customer complaints, and concerns and seek to improve all aspects of the customer experience with the company
- Works with internal technical and support teams to ensure customers receive best-in-class technical, process, and product-specific consulting
- Facilitates and directs activities needed across the Decisions organization to support client needs
- Identify and prioritize product/service updates that reflect customer requests, industry, market, and competitor trends and report to key stakeholders
Requirements
- Proven work experience as a Customer Success Manager, Technical Support, Customer service, or a similar role
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse group and training / delivering information according to company standards
- A communications, technology, or marketing degree is preferred but not required
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Wellness Resources
Date Posted
07/01/2023
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Subjectivity Score: 0.9
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