What are the responsibilities and job description for the Senior Customer Success Manager position at Engageware?
About Engageware
Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.
About The Role
As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base. You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.
Key Responsibilities
Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.
About The Role
As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base. You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.
Key Responsibilities
- Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions
- Maintain consistent Customer engagement and communication
- Experience leading on-site strategic business reviews and executive presentations
- Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.
- Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution
- Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups
- Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities
- Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell
- Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving
- Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.
- Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio
- Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities
- Update and manage key metrics in the following areas for each Customer in an account portfolio:
- Customer/Product health (RAG status) and overall account status
- Track customer metrics to ensure upward trends; create mitigation plans when metrics descend
- Cadence
- Account management information and statistics
- Usage of Engageware products
- Voice of Customer
- Superior written and oral communication skills
- Detail oriented, meticulous record-keeping, highly organized
- Ability to manage multiple and concurrent (often competing) priorities
- Ability to understand and speak to different audiences (internal and external)
- Advanced critical thinking and problem-solving skills, focus on continuous improvement
- Proven track record in a Customer-facing role
- Exceptional collaboration skills
- Empathetic and positive attitude with a desire to make Customers successful
- Post-secondary degree or relevant experience
- Technical competency and aptitude with software applications, tools, and internal systems
- 8 years in Customer Success, Account/Relationship Management, or similar roles
- Travel is required