Customer Success Manager

Customer Success Manager

Customer Success Manager (CSM) owns a portfolio of customers and is responsible for their success and retention post go live. CSMs interface with customers to define goal outcomes and create success plans for adoption of purchased product(s). This role is the customer's single point of contact responsible for developing and maintaining an overall customer health status while identifying expansion opportunities for Sales to drive forward. Travel up to 5%

Location: Jacksonville, FL

Department: Global Account Management

Reports to: SVP, Client Relationship Manager

Responsibilities :

• Owns and is accountable for the vision and execution of the strategic & operational roadmap to promote program growth and operational efficiencies as well as the overall Beeline relationship with assigned customers

• Establishes productive, professional relationships with key personnel in assigned customer accounts

• Responsible for overall health of the relationship between Beeline and the customer

• Keep clients engaged and regularly using products

• Ensuring customers quickly and easily find the answer to a given problem or business need themselves, without having to contact Beeline Support

• Proactively assesses, clarifies, and validates customer needs on an ongoing basis

• Coordinates the involvement of company personnel, including Customer Success, Implementation, Strategic Consulting, Product Management, and Executive Management resources, in order to meet account performance objectives and customers' expectations

• Owns the contract and contract renewals with existing clients including SOW's

• Responsible for meeting SLA commitments with designated client accounts

• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary Beeline teams and personnel

• Mediates and responds to Program disputes with regards to all program stakeholders

• Contributor to Beeline sales support

• Communicate status of Account Management activities with the greater Beeline organization

• Serves as an expert on their client's program and how they utilize the Beeline technology to support their strategic program vision

• Plan and lead regular meetings with program team to discuss present and future issues/updates

• Monitor reports for any issues and convey concerns to management

• Communicate recommended changes for technology improvement to clients

• Participate in change management methodology to ensure adoption of new processes

• Maintains high customer satisfaction ratings that meet company goals

• Creates manages and maintains client account information utilizing defined company tools and process and reports on client status on a monthly basis

Requirements :

• Bachelor's Degree or equivalent experience

• Proven Account Management skills required in order to create, maintain and enhance customer relationships

• Proven Relationship Management skills both with clients and internal teams

• 2 or more years of CWS/VMS experience

• Minimum 1 years of account/project or program management experience

• Experience with change management

Desired Competencies :

• Contingent Workforce Management experience

• Extremely detail oriented

• Technical competence (understand software, hardware, networks, etc)

• Motivated, goal oriented, persistent, and a skilled negotiator

• High level of initiative and works well in a team environment

• Excellent written and oral communication skills

• Handles stressful situations and deadline pressures well

• Plans and carries out responsibilities with minimal direction

• Team player, ability to meet deadlines, punctual, attention to detail, organized, fluent communicator with ability to build relationships.

• Proven understanding of business drivers

• Strong problem-solving skills

• Ability to think outside the norm and offer new solutions to issues

• Passion for process and organizational change management

• Strong knowledge of Beeline products

Our Company : At Beeline, we cultivate a positive work environment and are passionate about who we are and what we do. We are a 20-year industry leader disrupting the world of external workforce technology. Businesses across all industries use our technology to manage more than 30 million workers and over $700 billion in talent spend across 120 countries. Ideal candidates are intensely curious about technology, thrive in a less-than-formal work environment, and excel in a fast-paced, rapidly changing environment. We are looking for talented, driven, and adaptable people who will contribute to our vision, mission, and our future!

Our Vision : Every person, given the right opportunity, is capable of greatness. Every business, given the right talent, is capable of superior outcomes.

Our Mission : Our trusted platform connects businesses to the remarkable talent within the global extended workforce.

To learn more about Beeline, our solutions, our culture, and available positions visit https://www.beeline.com/.

At Beeline, we cultivate a positive work environment and are passionate about who we are and what we do. We are looking for talented, driven, and adaptable people who will contribute to our vision, mission, and our future! Ideal candidates are intensely curious about globalization and technology, exhibit a can-do attitude, and approach their work with vigor and determination. Candidates should have demonstrated the ability to learn quickly and work effectively in a fast-paced, rapidly changing environment, and be excellent at multi-tasking. Equal Opportunity Employer Minorities/Women/Veterans/Disabled

This list of "Requirements and Responsibilities" is not intended to be limiting. The Company reserves the right to revise this job description based on the actual job requirements as varied from time to time.