The Customer Success Manager (CSM) is a key member of our Customer Experience team and is responsible for developing and supporting a strong partnership between Omatic and our customers. The ideal CSM is a friendly, proactive communicator who can quickly apply critical thinking to solve unexpected challenges. The CSM is an extension of their customer’s team, helping them to drive their desired outcomes while maximizing the value of their Omatic solution(s) and is a trusted partner with internal Omatic teams to ensure the voice of the customer is represented in all that we do.
What You Will Be Doing:
- Manage customer relationships (post-implementation) to drive ongoing realized value against measurable, strategic goals to ensure long-term success.
- Build relationships with assigned customer contacts by continually delighting them with a positive, customer-centric attitude
- Understand customers’ internal systems and process to demonstrate how they can best leverage Omatic’s solutions to help them grow and support their mission.
- Support customer learning and productivity by serving as a trusted advisor, sharing best practices, and providing up-to-date information on new feature / solution releases.
- Represent the voice of customer by communicating customer requests for product and service enhancements to improve platform offerings.
- Manage to customer health objectives by analyzing customer usage data and customer health information (e.g. NPS, CSAT) and devise strategies to drive increased adoption of Omatic solutions.
- Drive customer retention rates by promoting the value of Omatic’s solutions across the entire customer lifecycle. Reduce churn / concession rates by proactively identifying, escalating, and solving potential issues in a timely manner.
- Develop and maintain a deep understanding of Omatic’s solutions to provide effective and knowledgeable customer management.Regularly update product knowledge and stay abreast of new industry trends, technologies, and competitive offerings to ensure high quality and relevant conversations with customers about their evolving needs.
- Develop and share best practices with Customer Success team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Assist cross functional teams on customer activities such as billing, escalations, reference requests and product implementations as needed.
- Utilize internal systems to track customer activities and progress towards customer goals.
- Partner with internal teams such as Accounting, Sales, Professional Services, Product and Marketing on initiatives to improve the customer’s experience
What You Bring to Omatic:
- A bachelor’s degree and 1-3 years of experience in a customer-centric role such as Customer Success, Customer Support, or Account Management.
- A passion for working with people and organizations, backed by proven experience in relationship-building, account management, and delivering exceptional customer service.
- Proven ability to collaborate cross-functionally to address and resolve customer issues.
- Demonstrable experience in driving customer retention within an assigned book of business.
- Excellent communication skills, both written and verbal.
- Strong multitasking and project management abilities.
- Experienced in interfacing with senior and executive-level customer contacts.
- A genuine interest in learning about and discussing product features, benefits, and use cases, both internally and externally.
- Skilled at articulating the customer's perspective to all internal Omatic teams.
- Comfortable stepping into situations with incomplete information and prioritizing customer engagement and active listening.
- Preferred but not required: Experience with a Customer Success Management tool such as ChurnZero & Salesforce
- Preferred but not required: Familiarity with goal-setting frameworks, such as OKRs, and experience in tracking progress with KPIs.
- Preferred but not required: Familiarity with the social good community, including nonprofits, arts and cultural organizations, foundations, corporations, education institutions, and healthcare institutions.
- A high level of enthusiasm, positivity, and resilience, even in challenging situations.
- Position can be remote or at HQ-based in Mt. Pleasant, SC
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