Customer Success Manager

Description Summary: The Customer Success Manager builds strong relationships with customers and ensures that they are optimizing M3 products, partners and services to receive the highest return on their investments. To be successful, a CSM should be very familiar with our products and services to properly educate our CS customers.  Communication is key. Create value for our customers with a delivery of repeatable processes.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

• Act as primary contact for CS customers, manage ongoing relationships, and drive product adoption and renewals.
• Manage a set group of customers.
• Work closely with key stakeholders in all departments internally at M3 and external stakeholders while keeping the customer’s needs and wants top of mind.
• Focus on improving or maintaining customer retention and identifying selling opportunities to meet customer’s long-term goals.
• Understand and work towards fulfilling team KPI’s and metrics.
• Work with CS Team to develop initiatives that deliver value to our customers.
• Optimize the Customer Journey by identifying gaps in customer facing processes and working internally with various teams to fill those gaps to enhance customer experience with M3.
• Work with customers to understand their objectives, help design and deliver value for customers.
• Solidify and document a roadmap for each customer.
• Continued improvement on documenting Customer journeys, values added and Customer health scores.
• Monitor any customer escalations as needed.
• Provide Product Owners with customers’ feedback to help identify potential new features or products.
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements.
• Perform Client visits based upon desired outcomes.
• Liaison with other departments to coordinate customer success throughout customer lifecycle.

Required Skills and Expertise Knowledge

• Problem solving ability
• Meeting service level agreements
• Cross Functional Team Engagement
• Expertise in Team Collaboration
• Strong interpersonal relationships
• Capable of handling escalation processes
• Has previous experience in customer relationship management
• Capable of achieving results which depend on internal collaboration

Education/Training/Experience:

• Bachelor’s Degree preferred (or an equivalent combination of education and experience) preferred.
• 3-5 years of overall management experience, (Solid understanding of project management principles preferred).
• 1-2 years of experience in Customer Success preferred.
• Experience in Implementing best practices.
• Strong interpersonal skills and the ability to lead and inspire others to drive company growth.
• Ability to create strategies, implement them, track performance, and achieve set objectives.
• Must have keen problem-solving and process development and improvement skills
• Task planning skills
• Must be able to actively participate in meetings at all levels within the organization.
• Demonstrated ability to coordinate cross-functional work teams toward task completion.
• Advanced written and verbal communication skills are a must.
• General PC knowledge including Microsoft Office expert level knowledge of Excel, Word, and a working knowledge of PowerPoint.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel 30% of time representing the company’s interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.