Manager - Customer Success - IT

You will be the owner for the set of accounts and drive product retention, consumption, adoption, engagement and growth for a set of customers.

Deliver Value:

- Be able to deliver on, and communicate the value associated with their investment in the company platform

- Understand Customer's current company implementation and ensure maximization of business value realized by the customer through consultative support, training, business reviews and configuration optimization

- Ensure that every customer derives the most value possible from the platform leading to retention

- Be the Strategic Advisor who Establishes and Builds Customer Relationships

- Establish and nurture senior level relationships built on trust, develop client champions, and identify key stakeholders

- Become your customer's day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Company

Drive Adoption:

- Empower company customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of company's product

- Develop a deep understanding of customer needs and be able to tie them to specific company use cases, product features, benefits, and value propositions and ensure your team knows how to communicate them effectively

- Be hands on on the platform and updated to company's latest features is critical in delivering the best suited solutions to customers

- Guarantee Retention and Grow the business

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate company advocates to generate new business (upsell and cross-sell)

- Identify opportunities for customer references and case studies

- Account Governance

- Manage and track key performance indicators (KPIs) - including renewal, consumption, adoption, and expansion commitments - to ensure exceptional, predictable results

- Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate

- Manage Internal Stakeholders

- Be a customer advocate within company providing feedback to engineering teams to develop / identify new features & products

- Serve as the internal voice of the customer and advocate for your customers' needs (services, support, product management, executive alignment)

- Work closely with multiple teams (sales. support, product specialists, services etc.) within company