Client Success Manager
The Client Success Managers play a critical role in ensuring high client satisfaction as they adopt and scale with our clients' software product(s). In partnership with clients' Sales Account Managers, the Client Success team owns the client experience starting at the pre-sale demo, pilot and initial onboarding phase, through to adoption, full utilization and renewal/expansion. This specific role will focus on supporting the Client Success of the Research Defender suite of products, with a long term vision of expanding the scope of the role to other software products. This is an individual contributor role reporting to VP, Client Success.
Duties & Responsibilities
What you will do:
- Partner with Client Success Team leadership to execute the overall vision, strategic, and tactical plans for the Client Success department in order to meet company revenue targets.
- Develop and continuously maintain engaging API Documentation and other product training materials to facilitate onboarding and adoption of new products and releases.
- Drive rapid platform utilization by effectively onboarding new clients through delivery and training services, self-serve content, and hands-on product support.
- Conduct pre-sales demos as needed, manage pilot cycles, and onboard new clients, while partnering with Sales account managers to understand clients’ businesses, and how our clients' products add value.
- Partner with our clients' internal resources to proactively identify and resolve client pain points that put client loyalty and retention at risk.
- Serve as a liaison between our clients' software and their Product Management team by regularly sharing client feedback and priorities.
- Build and maintain an effective and efficient level 1 software support function to address client concerns with potential product errors.
Desired Experience & Qualification
- 2-4+ years of excellence in client-facing project management work in the market research industry.
- Prior experience, or willingness to learn, sales-related skills that overlap with Client Success; including sales cycle management, sales-techniques like upselling, contract renewals, etc.
- Ability to convey enthusiasm for solving customer issues, conveying product-related knowledge and expertise.
- Exceptional organizational awareness, emotional intelligence, and written/verbal communication.
- Proven experience building and maintaining strong relationships with stakeholders at all levels of seniority and experience, within and outside of the company.
- Being coachable, taking extreme ownership, and trusting the process.
- Strong problem-solving skills and ability to think critically and on your feet.
- Fluency in business English, with a wide knowledge of various professional terms from different industries.
- Polished, succinct, and grammatically correct written communication skills.
- An at-home fiber internet connection with a minimum speed of 20 Mbps is a requirement of the position.
- Experience working in popular online survey software tools like Qualtrics, Decipher, Confirmit, Alchemer, etc.
- Experience working with API services/products, tools and documentation.
- SQL Experience.
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