The Customer Success Manager will work with internal teams and directly with existing/new customers to develop renewals and expansion strategies, formulate ROI, reduce churn, and help TCP Software customers grow. This will involve developing unique outputs of data analytics which ultimately demonstrates the value TCP brings to our customers and their employees. As a fast-growing web-based start-up we are looking for a Success Manager to join our team to help maintain, grow, and provide world-class support to our Customer Base.
This is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, share a passion for technology and a love for working in a dynamic environment. The CSM will represent TCP and its product suite and exceed customer satisfaction objectives.
Responsibilities:
- Leverage new and established customer relationships to deliver ROI and expand and renew TCP subscriptions, while providing a high-level of service for clients.
- Strategic account planning and execution skills ability to across both IT and business units.
- Strong technical aptitude, passion, and commitment for customer success.
- Strong time management skills. Ability to articulate a clear, concise return on investment value statement.
- Maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
- Ensure high rate of renewal across customer base – Proactively assesses, clarifies, and validates customer needs on an ongoing basis
- Identify opportunities to upsell additional users and services.
- Manage existing accounts and maintain relationships with decision makers at the executive and management levels.
- Manage and track customer and transactional information in a CRM system.
- Coordinate resources throughout the sales cycle, including product support and sales engineering to meet account performance objectives and customers expectations.
- Provide product demonstrations and general support to prospective customers.
- Develop and deliver strategies that help drive our clients business.
- Keep abreast of competition, competitive issues, and products.
- Practice effective, excellent communication with management, customers, and support staff.
- Provide fanatical support and service to account base.