Anticipated project: interim customer success manager

Please note this is a 9 month contract. Please do not apply unless you available for a full 9 month contract.

Description: Our client is looking for a motivated individual to drive growth from their medium and enterprise accounts that are current customers of their software solution. Partnering with Sales and Professional Services, this individual will establish growth and adoption plans for customers and maintain and expand a high-level of customer retention.

What you will do:

• Establish clear retention goals and process milestones for the client and employees to work toward.
• Assist customers strategically in seeing the future value that can be gained from their software solution.
• Promote the value of the product and upsell in support of our land and expand strategy in place today.
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
• Help customers in using our technology over the phone and over email.
• Own the overall relationship with our customer base, which includes training, increasing adoption, ensuring retention, and ongoing satisfaction.
• Be responsible for the relationships with the suppliers.
• Ensure the maximum number of customers renew their memberships.
• Cross-sell additional modules and services.
• Save customers from cancelling their subscription.

Requirements:

• 3-5 years of experience in customer service or customer success position strongly preferred.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to understanding the product and the landscape.
• Accountability and personal organization are essential.
• Proven ability for driving successful growth in customer adoption in prior roles.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

Benefits: This is a short-term contract position. Payment will be based on agreed hourly rate and hours worked. No additional benefits are offered.