2 Senior Manager Customer Success - Utilities Jobs in Troy, MI

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Senior Manager Customer Success - Utilities

DOXIM

Troy, MI | Full Time

$103k-145k (estimate)

1 Month Ago

Customer Success - Software

Waltonen

Troy, MI | Full Time

$67k-86k (estimate)

2 Days Ago

Senior Manager Customer Success - Utilities

DOXIM Troy, MI

$103k-145k (estimate)

Full Time 1 Month Ago

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DOXIM is Hiring a Remote Senior Manager Customer Success - Utilities

Doxim is the customer communications and engagement technology leader serving financial and regulated industries. Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With Doxim, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications.*Location: Remote USA and Canada
Job Definition
The Sr. Manager of Customer Success role at Doxim, is responsible for developing and maintaining customer relationships by way of managing a portfolio of accounts, driving the end-to-end experience of the customers journey, and ensuring that the customers’ experience achieves the definition of “what success equals” that they provided to us during their sales cycle. The Senior Manager would also ensure that the customers’ ongoing journey with Doxim delivers a positive experience, such that they are willing to entertain expansion of the company’s relationship through up-sell and cross sell initiatives. The position would also require an individual to actively strategize with key stakeholders to understand customer accounts and grow their business with Doxim. The Sr. Manager of Customer Success will manage a team of Customer Success Managers and provide coaching to support customer success KPIs.The CSM achieves these key objectives by working closely with key customer stakeholders and executive sponsors as their ‘trusted advisor’, to ensure that Doxim products and services help them to achieve their desired outcomes.ROLE RESPONSIBLITIES
More specifically, the CSM role encompasses the following responsibilities:
TEAM MANAGEMENT AND COACHING:

Provide leadership to a team of Customer Success Managers, tracking and ensuring the delivery of their KPIs
Provide insight and training to ensure team adheres to customer success processes
Regular reporting on team metrics
Regular feedback and team assessment that they are achieving and exceeding expectation

ONBOARDING, ADOPTION AND VALUE REALIZATION:

Act as the customer champion for all engagements across Doxim ensuring that we:
Properly manage customer expectations
Consistently deliver in-line with these expectations and accountabilities
Drive all aspects and activities associated with the adoption and value realization phase of the customer journey.
Be the champion for the end-to-end customer journey at Doxim and promote the correct treatment of customers across all departments and all phases of their journey

ONGOING CUSTOMER INTERACTIONS:

Ensure that issue and related escalations are managed to resolution efficiently across the organization
Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls and case studies/win stories.
Drive NPS customer feedback that provide us with a pulse on customer sentiments

EXPANSION AND RENEWAL ACTIVITIES:

Know what products and services the customer currently has and understand what additional products and services may prove valuable to them.
Help identify new revenue expansion opportunities (upsell or cross sell) and communicate these to the sales team
Renew contracts entering into contract negotiations to improve Doxim terms and pricing
Annual price increase execution and management
Act as the main point of contact for client escalations and resolution planning
Play a key role in account development plans
Support the sales team during the sales cycle with client liaison and coordination of needed paperwork as needed (MSAs & Schedules Statements of Work, Change Requests, etc.)
Thoroughly plan for all customer renewals and ensure these are completed on time, leveraging additional Doxim resources as appropriate (occasionally teaming with account managers to achieve this)
Play a leadership role in revenue analysis, planning and report on revenue to plan

ROLE REQUIREMENTS:

Minimum 10 years’ experience working for a B2B SaaS vendor
Previous experience as an Account Manager/Customer Success Manager
Previous experience in utilities industry
Experience in contract negotiation
Experience interacting and presenting to C-level executives
Ability to manage multiple projects simultaneously while paying strict attention to detail
Excellent verbal and written communication skills backed by a strong technical aptitude
High degree of professionalism and integrity plus ability to establish customer trust
Excellent interpersonal skill with ability to build authentic business relationships
Teamwork mentality and willingness to assist wherever needed
Ambitious and driven, thriving in fast-paced and demanding environment
Experience analyzing data & trends to identify product or service growth opportunities
Proficient in Salesforce & Microsoft Office
Bachelor’s degree from college or university or applicable experience

Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.EOE/M/F/Disabled/VetsDoxim is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veterans’ status.#INDOX