Main responsibilities:

1. Own Customer Success Plan: drive customer alignment and goal-setting

• Orchestrate Company roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements
• Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
• Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readiness
• If new customer or new solution, participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context

• Support implementation team when sharing progress updates to key buyer / decision maker on implementation journey
• Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment goals
• Proactively check-in post launch discussing key data points and tactically problem-solve ways to boost adoption

• Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption Share best practices for solution usage with customers.
• Engage Company consulting resources when necessary to conduct Health Checks.
• Lead regular (quarterly or annual) business reviews to discuss whether Company is progressing towards value and opportunities for improvement based on success charter and KPI tracking
• Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates
• Deliver and explain dashboards relevant to customers business outcomes
• Advocate for customer internally through prioritization process with Product Management Marketing and with Company leadership engagement when necessary.

• Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
• Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottle-necks to growth
• Support AM in renewals preparation, being pulled in by AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment

• Product / portfolio knowledge Deep understanding of Company product suite, i.e. strong familiarity with Company solutions and outcomes
• Demonstrate expertise in using analytical, reporting, planning, and marketing tools
• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators
• Possesses strong conceptual thinking skills to develop customer specific use cases
• Has deep knowledge of technologies and industry trends

• Able to understand customer needs and overall business case
• Strong customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges
• Highly adaptable and capable of evolving the success plan

• Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goals
• Able to collaborate with client to plan a route in order to achieve goals
• Able to develop and execute effective Customer Development Action Plans for the account

• Anticipates unique problems and offers creative solutions to ensure smooth operational transitions
• Delivers customer training sessions to develop capabilities focused on long-term value creation
• Checks in regularly and proactively with customer to capture feedback and improve satisfaction scores

• Able to develop strong bonds with primary clients
• Able to influence decisions and provide support as needed
• Can effectively present ideas and communicate to variety of internal and external audiences
• Strong leadership in managing the customer and as well as internal team’s expectations with regards to the CSM job scope Team / Resource management
• Strong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goals
• Able to clearly communicate to delivery team during handoff