As a Senior Customer Success Manager, you'll oversee customer accounts, ensure satisfaction and adoption, and collaborate with various teams to improve customer experiences and renew contracts.
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
- 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
What we’re looking for in the ideal candidate:
- 5 years as a CSM supporting customers in Financial Services and Wealth Management vertical
- 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
Qualifications
- 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
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