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Customer Success Manager

Cardinal Mark, Inc., City of Westminster

Customer Success Manager

Salary not available. View on company website.

Cardinal Mark, Inc., City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted today, 16 Jun | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

Job ref: d7b67a1ec84a4e9ebd768d47d4c39428

Location ref: City of Westminster

Full Job Description

  • Manage a portfolio of approximately $1.4M (levels may be adjusted if supporting larger portfolios) on a client utilization rate of 80%.
  • Responsible for the growth and upsell of accounts.
    • Program Management
  • Responsible for the program governance & support activities which include, but are not limited to: on-demand program support, running client operations meetings, steering meetings, and annual program review sessions, account planning, program roadmap creation, quarterly Product Release & New Feature Adoption, etc.
  • Be proactive in contract renewals and lead the process
  • Identify and act on issue management, escalation point where client specific issues require additional focus/leadership to achieve satisfactory resolution.
    • Program Optimization & Improvement
  • Proactively identify any areas for improvement in client programs and recommend solutions in a timely manner
  • Lead the Solution Enhancement process from sales/procurement through to delivery
    • CX Insights & Best Practices
  • Independently lead quarterly CX Best Practice Workshops with clients
  • Work closely with the Sr. Manager of Customer Success to by contributing to the development of, and creation of Best Practice workshops
  • Assist the Marketing team with initiatives such as Industry Award Application and Support
    • CX Consulting Services
  • Act as a CX Consultant by providing service including, but not limited to:
    • + Where applicable by Client, Analytics Reports (tracking/insight/strategic) + Client User Training sessions + CX Best Practice Auditing Sales
  • Active participation in sales and marketing efforts such as design of new logos
    • Client Engagement
  • Participate/Lead Solution Implementations if needed
    • Core Competencies 1. Client Focus - Identifying and responding to client needs; providing service excellence to external clients 2. Analytical Thinking - Interpreting, linking, and analyzing information in order to understand issues 3. Communication - Listening to others and communicating in an effective manner that fosters open communication 4. Creative Thinking - Questioning conventional approaches, exploring alternatives and responding to challenges with innovative solutions or services, using intuition, experimentation and fresh perspectives 5. Decision Making - Identifying and understanding issues, problems and opportunities, comparing data from different sources to draw conclusions using effective approach for choosing a course of action or developing appropriate solutions taking actions that are consistent with available facts, constrains and probable consequences 6. Formal Presentation - Presenting ideas effectively to individuals or groups. Delivering presentations suited to the characteristics and needs of the audience.

Direct job link

https://www.jobs24.co.uk/job/customer-success-manager-126982917
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