Customer Success Manager
POSITION SUMMARY
The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are members of the Customer Success team. This position can be a Hybrid/remote opportunity for the Elmhurst IL Area.
CSMs work proactively with customers to ensure optimal utilization of products and services. They act as the primary post-sales point of contact for customers and coordinate with cross-functional teams to ensure the success of each customer.
CSMs are responsible for the commercial relationship, which means they secure payments from customers to renew their support contracts and/or subscriptions. Customers are typically medium to large in size, moderate renewal complexity, and have a high propensity to grow. The renewal is evidence that the customer has committed to continue their relationship with the company.
The CSM primarily interacts with customers and/or partners via the telephone. On occasion, they may also visit customers face-to-face. They are responsible for not only retaining recurring revenue but also growing revenue by expanding customer spend.
ESSENTIAL FUNCTIONS / KEY RESPONSIBILITIES:
Land Phase:
- Work with Transition Manager to ensure successful handoff of customer from the Sales team to the Customer Success team.
- Execute ‘Welcome” process.
Adopt Phase:
- Ensure customer is onboarded effectively and efficiently in order to optimize customer time to value and Burrough’s time to revenue.
- Build relationships with the influencers and decision makers within assigned customers.
- Maintain good industry and business knowledge. Maintain an excellent level of product knowledge as is relevant for assigned customers/partners.
- Serve as second level escalation contact between customers/partners and appropriate company departments to resolve escalated questions and issues and to maximize customer satisfaction.
- Assist broader account team to provide seamless customer interactions.
- Effectively communicate company messages, value propositions, etc. verbally and in writing.
- Review, interpret and manage contractual terms:
- Attains Services SLA & manages governance
- Achieves margin goals
- Advisor for billing questions
- Oversight of invoice disputes
- Prepare content for and present at monthly or quarterly business reviews with customers.
Renew Phase:
- Work proactively with assigned customers and/or partners to prepare for the successful renewal of support contracts and/or subscriptions.
- Validate customer asset lists and prepare renewal quotes for maintenance and support contracts and/or subscriptions consistent with expected timelines and policies.
- Contact and follow-up with customers and partners to ensure timely renewal of support contracts and/or subscriptions. Communicate value throughout the renewal process.
- Manage negotiations with customers on pricing and price increases.
- Learn and use the systems required to improve adoption, complete the renewal, track progress, forecast and report results.
- Prepare order packet for processing and invoicing.
- Track contract non-renewal including reasons for cancellation.
- Prepare forecasts of renewal bookings. Participate in forecast reviews.
- Responsible for achieving or exceeding renewal quota.
Expand Phase:
- Generate leads for additional products and services, including premium support offerings.
- Proactively introduce services to customers to add more value to customers and expand customer spend.
KNOWLEDGE, SKILLS AND ABILITIES:
The successful candidate will have:
- Excellent time management skills and the ability to prioritize tasks to ensure effective and timely follow-up.
- Must be motivated, goal-oriented with the proven ability to work with minimal direction and maintain a high level of collaboration across geographically diverse teams.
- Ability to organize, prioritize, complete activities and meet deadlines.
- Excellent oral and written communication skills.
- Possess a high degree of honesty, integrity and ability to maintain confidentiality.
- Professional image and interpersonal skills.
- Good decision-making ability and insightfulness.
- Knowledge of the technology industry and typical product deployment.
Core Capabilities:
- Driven to action.
- Ability to engage executives (internal and external).
- Rapport building and conflict management skills.
- Capacity for creative and innovative thinking and analysis.
- Sales and solutions focused.
- Proactive and responsive.
EDUCATION AND EXPERIENCE REQUIREMENTS:
- Bachelor’s Degree or Equivalent Work Experience
- 2 years of experience with customer account management
- 2 years of prior sales experience in a quota-carrying role is strongly preferred
- 2 years of experience negotiating with customers and managing to contractual terms
- Experience with maintenance and support contract renewals and/or subscriptions is strongly preferred
- Strong computer proficiency, especially working knowledge of CRM applications
PERFORMANCE CRITERIA:
- Quota Achievement
- Customer Churn Rate
- On-time Renewal Rate for Recurring Revenues
- Expansion of Revenue & Margin with Existing Customers (i.e. Dollar Net Retention)
- SLA Achievement with Customers
- Customer Satisfaction Scores
- Recurring Revenue Forecast Deviation <10%
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
- Requires use of typical office equipment such as a computer, laptop and cell phone.
- Most job activities take place during the regular workday, however, off hour response to field service escalations are required.
Accommodation: Please note that Burroughs offers accommodation as required in accordance with the applicable provincial human rights legislation.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.