Customer Success Manager

The role of Customer Success Manager is responsible for retaining, building and growing the software and licensing customer base. This key strategic position requires a customer focused individual, motivated and engaged by delivering service excellence and who is a proven leader of customer success functions. The role is responsible for ensuring customers maximize value from their investment, enabling them to fully leverage their software or license subscription, establishing and advancing their adoption and utilization in order to advance their business outcomes. They will work closely with Sales and act as a bridge between various teams to establish a platform for ongoing success.

• Build strong, credible relationships with assigned clients by supporting them to optimize and maximize their ROI from Software and Licensing.
• Influence (future) lifetime value through improved usage, feature adoption, customer satisfaction and overall quality and consistency of services provided.
• Seek out obstacles stopping customers achieving maximum ROI and be a positive voice for change internally to remove them.
• Analyze and monitor customer data to draw insights and optimizations, communicating those findings to customers and providing recommendations to enable improved ROI
• Drive 100% renewal rates across assigned accounts and build referenceable clients. 
• Drive Customer Onboarding process to deliver shortest path to ROI
• Act as a primary point of contact for Customer escalations, working with all relevant parties to drive to an effective resolution as quickly as possible.
• Working directly with customers and internal service owners to identify CSI activities and Problem Management trends, leading to swift root cause analysis, remediation and opportunities for improvement
• Design and plan the customer journey (Lifecycle Management)
• Actively organize and deliver regular cadence for both operational and strategic customer reviews across assigned Software and Licensing customer base
• Monitor and measure customer satisfaction and take proactive measures to remedy concerns
• Build and maintain customer scorecard and success index to reinforce business outcomes against which role effectiveness will be measured
• Expose critical success factors and performance to Sr. Leadership with a view to drive best practice across all Accounts
• Identify opportunities to establish a Software and Licensing-wide culture of Customer Success
• Act as the 'voice of the customer' internally and use this feedback/insights to drive the customer experience
• Collaborate with Product Marketing to develop referenceable customers - this can range from customers willing to engage in external case studies, reports, quotes, panels, prospect calls, etc.
• Provide Software and Licensing customer training sessions, as needed – this could be customer specific sessions or general customer functionality updates
• Other duties assigned as needed

• Demonstrable success in strategic thinking and tactical execution while delivering consistently high level customer satisfaction and retention in a SaaS environment.
• Ability to manage influence through persuasion, negotiation and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented 
• Proactive with a positive attitude, attention to detail and customer service focus
• Must be creative, constructive, and able to work in a team based collaborative environment
• Excellent presentation and meeting facilitation skills and be comfortable sharing thought leadership with Executive stakeholders from AVI-SPL, Customers & other 3rd parties
• Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations   

• ITIL Foundations certification or comparable industry certification is preferred  
• Minimum of a 4-year degree or comparable industry experience is required. 
• 5+ years of experience in a customer facing role focused on Software as a Service and Service Strategy
• 5+ years of experience in the collaboration industry is preferred

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

None

AVI-SPL reserves the right to alter work hours and work location as deems necessary

AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected
VEVRAA Federal Contractor

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.