This position is not eligible for visa sponsorship (current or future). 

 

Job Title:

Customer Success Manager

Business Unit:

Infobase

Department:

Customer Success

Direct Reports:

No

Reports to:

Customer Success Team Lead

Travel:

Occasional:  30%

Location:

Remote

 

Job Summary

 

The Customer Success Manager (CSM) is for retaining revenue from our base of Key Account Customers across the Infobase customer base.   CSMs are responsible for handling incoming customer requests for key accounts and executing targeted outreach campaigns to enhance customer engagement. The primary focus is on strengthening customer relationships, ensuring high satisfaction, and achieving or exceeding a target renewal rate.  The CSM’s compensation is a combination of a base salary and performance-based commission.

 

Essential Functions

 

  • Achieve the budget for renewals for Key Accounts.
  • Support Business Development Executives by promoting cross-sells to existing customers. 
  • Handle incoming customer requests from key accounts customers promptly and professionally.
  • Build and maintain strong relationships with customers, understanding their needs and concerns.
  • Develop and execute an annual Calendar of Activities to improve customer satisfaction and promote usage.
  • Execute the renewal process identified by the Executive leadership team and assigned by the Customer Success Team Lead or executive team member.  Execution will include targeting customers who have not renewed, asking for purchase orders, seeking invoices and other various administrative work to book renewals and ensure customer is set up for optimal usage. 
  • Execute specific outreach campaigns targeting customers and addressing other non-renewal matters.
  • Collaborate with your direct supervisor for suggestions on how the marketing team can enhance customer usage and satisfaction.
  • Take ownership of maintaining a target renewal budget for assigned market.
  • Analyze customer usage patterns and provide insights to improve usage and retention rates.
  • Work closely with your direct supervisor to ensure customer satisfaction and address issues promptly.
  • Maintain accurate and up-to-date records of customer interactions.
  • Generate reports on account status and provide regular updates to the management team.
  • Lead/Participate/Engage in onboarding processes as assigned, ensuring seamless transitions for clients, and optimizing initial experiences.
  • Actively lead or participate in providing product training and demonstrations to clients as needed to ensure usage KPIs are achieved and maintained.
  • Assist Strategic Accounts, Multi Market Accounts and ILC accounts when assigned.
  • Flag/identify customers who may be “at risk” and work with Team Lead on strategies to improve usage.

 

 

Knowledge, Skills & Abilities

 

  • Knowledge of the education technology industry and understanding of current trends and challenges.
  • Exceptional written and verbal communication skills to effectively engage with clients and internal teams.
  • Strong analytical and problem-solving skills to address client issues and optimize their use of our products.
  • Strong organizational and time-management skills, allowing for the management of multiple client accounts simultaneously, ensuring deadlines and milestones are met.
  • Exceptional customer relationship skills.
  • Ability to handle customer inquiries, complaints, and requests professionally.
  • Team-oriented with the ability to collaborate across departments.
  • Flexibility to adapt to changing customer needs and industry trends.
  • Accurate record-keeping and documentation skills.
  • Proficiency in using relevant software and tools for documentation.

 

Core Competencies

 

Initiative:

  • Proactive attitude and a self-starter mentality.
  • Willingness to take the initiative to improve processes and customer satisfaction.

 

Customer-Centric Focus:

  • Passion for understanding and meeting customer needs.
  • Commitment to delivering exceptional customer experiences.

Tech-Savviness:

  • Comfort with using technology and software relevant to the role.
  • Ability to quickly learn and adapt to new tools.

 

Key Accountabilities/Metrics

 

  • Overall Renewal Budget Achieve renewal rate of key accounts managed by the CSM team.
  • Customer Response Metrics:  Monitor and enhance standard customer success metrics, including reducing the average time to respond to inquiries via calls or emails and other forms of communication.
  • Customer Satisfaction Score (CSAT): Administer post-engagement surveys to assess customer satisfaction, calculating CSAT scores based on feedback.
  • Success Rate of Outreach Campaigns: Evaluate and optimize targeted outreach campaigns, measuring the conversion rate of low-usage customers and non-renewal matters.
  • Participate in achieving Cross-Sell  company goal for existing customers.

 

Minimum Qualifications

 

  • Bachelor's degree in Business, Education, or a related field.
  • Minimum of 2 Years experience in a similar role.