https://onecontact.com.mk/job/detail/remote-customer-success-manager

Skills & Experience:

Roles & Responsibilities

• Serve a portfolio of identified customers as a dedicated representative for their services
• Demonstrate understanding of client’s short-, medium-, and long-term mobility priorities through ongoing touch points
• Add value to the customer lifecycle by achieving agreed to, measurable success outcomes; identify risks, opportunities, and how to maximize value realization
• Proactively engage with customers to identify ongoing product and system needs, including conducting Quarterly Business Reviews both onsite and virtually
• Serve as a customer advocate internally and support assigned customer base to generate high levels of customer satisfaction and success; foster trusted advisor relationships with key customer stakeholders
• Demonstrate knowledge of company’s products and services and articulate benefits of our solutions to enable customer success
• Identify strategic value-added expansion opportunities based on the client’s industry and operational needs
• Capture and document customer data and health status to support effective decision making
• Responsible for owning the customer renewal process; identify and assess renewal risks within the customer base and build and execute on get-well plans to ensure renewal and prevent service disruptions
• Identify churn risks within portfolio and mitigate these risks to keep clients happy and growing.
• Deliver best practices to customers to help deliver maximum value of our products with both current offerings and identifying future needs
• Participate in the sales cycle and client onboarding to gather requirements, formulate delivery approach, and to help develop post-sale engagement plans
• Establish, develop, and maintain positive customer relationships through email, chat, phone, video engagement, and in person client visits.
• Create customer adoption benchmarks and forecasts based on defined business use cases
• Help our customers understand and communicate the business value of TransLoc in their organizations
• Develop and deepen the account relationships with key stakeholders
• Other duties as assigned

Job Requirements

• BA, BS degree in relevant field or equivalent work experience required
• 3+ years’ experience in Client Success, Professional Services, or other customer relationship management with increasing responsibility
• 2+ years’ experience in the software industry, ideally in a SaaS based businessDemonstrated knowledge of the customer journey and sales lifecycle
• Excellent written and verbal communication skills

You Bring these Customer Experience/Skills to the position

• Thrive on being the voice of the customer and navigating internal processes to provide a great customer experience
• Have an innate curiosity to learn and apply technology to solve real world business problems for our customers
• Are pretty tech savvy and adopt to new technologies quickly
• A strong customer service orientation and the ability to form long-term customer relationships
• Experience with account management building and demonstrating business value
• Experience with Salesforce Service Cloud or applicable CRM experience
• Ability to decipher and summarize relevant details for internal documentation
• Proactive problem solving and risk identification, including the ability to work autonomously on your book of customers when needed.
• Experience building strategic plans for customer product adoption
• Strong conceptual aptitude and ability to learn quickly
• Self-starter with excellent organizational skills and motivated to achieve results
• Good analytical and problem-solving skills
• Passion or interest in public transit and transit equity is a bonus
• Ability to work independently and manage multiple priorities in a fast-paced environment

Working Hours

Standard 8 hour shift falls between 5 AM - 5 PM EST (US/Canada)

What We Can Offer

• An Attractive Salary Package + Benefits
• 100% Remote Work - Work From Anywhere
• Working with an International Team
• Paid Education & Training
• Opportunity To Learn & Develop New Skills
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Apply Today & Join Our International Team Of IT Professionals!