Senior Customer Success Manager - IT

Senior Customer Success Manager

Responsibilities :

1. Partnering with Sales team and execute effective product demonstrations, emphasizing product features and benefits with focus on the value of the solution

2. Provide strong account management to existing clients, offering support and keeping them a breast of new products and services that could be of value to their business

3. Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices

4. Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution

5. Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

6. Be responsible for billing, upselling and renewals, and increase the revenue per customer.

7. Help drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals.

8. Provide quantitative/qualitative analysis to the product team on how can better serve our customers