The Customer Success Manager is responsible for building effective relationships with current customers and for maximising the customer lifetime value within the project life-cycle. This will be accomplished by delivering a great customer experience and maximising the use of Odoo, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.
About Strategic Dimensions
Strategic Dimensions is a forward-thinking business solutions company, specializing in ERP implementations. We pride ourselves on our commitment to innovation and excellence, and we strive to provide opportunities for our employees to grow and succeed. Strategic Dimensions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What the Job Entails
- Speed of delivery (having worked to create an agreed set of SLA's for a wide range of projects)
- Effectively managing resource to consistently meet an agreed target
- Weekly and ad hoc client feedback regarding IT solutions implemented
- Project and compliance administration
- Manage Logging of tickets onto Odoo
- Manage Logging of internal and external timesheets
- Forge relationships with new customers and understand their objectives
- From a consultative approach, develop a strategy and plan for achieving customer objectives
- Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
- Coordinate with technical support for technically complex questions
- Monitor customer usage, adoption, and customer health metrics
- Continually work with customers per prescribed engagement model to support ongoing successful adoption of Odoo products and to drive additional value throughout the lifetime of the subscription term
- Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
- Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
- Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from Odoo
- Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
- Negotiate with customers on opportunities to prevent churn and secure optimal terms
- Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts and meet regularly with Project Managers and Consultants to review
- Maintain impeccable administration of accounts in the Company’s CRM
What you will need to be great in the role
- Bachelors’ Degree in Marketing, Sales, or any other related or relevant qualification
- Minimum 2 years’ work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
- Experience in an IT company is an added advantage
- Excellent communication skills, written and oral and excellent telephone manner
- Ability to communicate, influence, build and maintain strong working relationships with stakeholders at all levels in order to achieve successful outcomes
- Passionate about service
- Knowledge of Odoo ERP system is an added advantage
- Strong client facing experience with the ability to instil confidence in the solutions and selected approach.
- Able to effectively navigate conflict with internal and external stakeholders.
- Clear and concise communicator, to all levels of stakeholders.
- Excellent organisational and time management skills.
- Able to manage schedule, scope, burn, resources and risk proactively and decisively.
- Demonstrated ability to motivate people, inspire teamwork and take a leadership role on the project and someone who seeks solutions rather than just reporting problems.
- Strong business acumen, a passion for technology, and a genuine interest in the latest happenings in ERP and technology.
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