Sr. Customer Support Manager

Posted Jul 8

CSMs are responsible for the post-sales success of a portfolio of customers. As a CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience.

What you'll do:

  • Deliver an industry leading customer experience
  • Collaborate with internal teams to represent voice of the customer
  • Provide product education/support for new and ongoing customers
  • Establish product/industry best practices for customers
  • Present at internal and customer facing speaking events
  • Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
  • Maintain accurate and current records of customer information in Salesforce
  • Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
  • Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution
  • Work with leadership on new CSM initiatives
  • Assist with the Customer Success Software Administration: Gainsight Administration (ClientSuccess Administration at Captio)
  • Manage key accounts through monitoring customer health, business reviews and customer engagement
  • Develop and maintain long-term relationships to achieve customer success
  • Contribute to overall process improvements and workflows
  • Assist in onboarding, training, and mentoring of team members
  • Provide first level support to CSMs before escalation to lead/manager
  • Troubleshoot customer situations/escalations to positive outcomes
  • Support CSM team in managing group requests, such as customer references, marketing initiatives, and teamwide projects
  • Familiar and engaged in Industry trends
  • Host/assist with Executive Business Reviews as well as contact for with C-suite
  • Involved in customer negotiations in an effort to prevent churn
  • Quota Management experience
  • ZenDesk experience

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What we're looking for:

  • Bachelor’s Degree required
  • 5+ years experience in customer success/service role
  • Strong interpersonal, organizational, and communication skills
  • Time Management & work/life balance
  • Proficient with Excel, Word, Powerpoint and Google Suite
  • Salesforce experience
  • Experience using video conferencing systems (Zoom or GoToMeeting)
  • Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)
  • Product Demonstration Skills
  • Collaboration software experience: Confluence experience (or Wrike experience at Captio)
  • Creative - out of the box - solutioning
  • Excellent follow up skills to ensure customer expectations at met
  • Ability to meet every changing priorities
  • Ability to demonstrate all product features