Customer Success Manager
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
A Glimpse into Your New Role
• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email
Campaigns, etc)
• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship
meetings as appropriate
• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests, including attending status
meetings and escalate service issues where appropriate.
• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trend
Join the A-Team and experience the A-Life!