The Customer Success Manager (CSM) will help our clients to leverage the full potential of our products by serving as their point of contact for education and support. The CSM is responsible for improving customer product knowledge and self-sufficiency, resolving issues and challenges, and enhancing overall customer satisfaction with Petrosoft. The Customer Success Manager (CSM) will coordinate and conduct routine customer touchpoints, identify training needs and conduct training sessions, serve as the direct point of contact for customer issues and escalations, and is responsible for the proactive monitoring of their client list for potential opportunities or challenges.

Training 80%, Customer Success work 20%

Responsibilities

·Proactive management of a client list of 15 to 20.

·Coordination and execution of routine, scheduled touchpoints with all assigned clients.

·Identifies and assesses future and current training needs.

·Serve as direct point of contact for all assigned clients.

·Providing and/or facilitating resolution and closure on all cases relating to their client list

·Provide timely feedback to senior management regarding state of relationship with all assigned clients.

·Identifies training needs by evaluating strengths and weaknesses of client and their staff; (monitoring calls, reviewing cases & escalations, etc.).

·Reviews software release notes and delivers to client list in advance.

·Maintain and develop success plans for accounts that need special attention.

·Share best practices with account owners and their staff in order to improve their knowledge and leverage of Petrosoft products.

·Generate revenue for services through training, upsells and other services.

·Chooses appropriate training methods to meet individual needs (virtual, simulated, mentoring, on the job training, professional development classes, etc.).

·Drawing overall or individualized training and development plans.

·Proactively gather performance trends for groups and individuals to plot necessary trainings to close knowledge gaps.

·Other training and support duties as assigned.

 Additional and/or Specific Skills

·Proficient in MS Office Suite.

·Exceptional analysis, troubleshooting and problem-solving skills.

·Strong oral and written communication skills.

·Solid documentation skills.

·Must be highly organized - demonstrated success managing multiple tasks with laser focus on detail as well as proven project management experience with ability to establish and meet objectives on time.

·Maintain confidentiality of work related information and materials.

·Detail oriented and able to work independently or as part of a team.

·Ability and desire to travel both domestically and internationally.

·Outgoing personality.

·Energetic, effective, self-starter with strong verbal and written communication skills who can excel in an international environment.

·Good judgement and an ability to develop rapport with potential clients.

·Able to handle stress.

·Flexibility to travel to different countries as needed.

·Customer service oriented and organized.

Education/Experience

·Bachelor’s Degree in Business Management, Business Administration, or Education; equivalent experience may be substituted in lieu of education.

·Proven track-record of achievement in a comparable role.

·Technologically advanced and oriented. Must have above average computer and technical skills to navigate the communication barriers of frequent international travel.

·Thorough knowledge of business culture helpful.

·Excellent Communication Skills.

·Fluent in English required.

·Bilingual skills helpful, but not required.

·Retail industry knowledge is helpful but not required.

Physical Requirements

·Long periods of sitting.

·Heavy phone exposure.

·Repetitive Typing.

·Domestic & International Travel are required.

Other

·Travel may be required, including international destinations. Periods of extensive travel possible.

·Clean driving record is required for travel purposes.

·Passport required for international travel.