Customer Success Manager
Primary Location Effingham, Illinois Job ID R108923 ApplyThe Customer Success Manager leads and manages the customer experience and onboarding of new software customers. This role will project manage the onboarding journey from post-sale through training and product Go-Live. The Customer Success Manager will be responsible for executing the onboarding plan, coordinating across internal teams and stakeholders, communicating with the customer, and achieving customer satisfaction goals and timelines deliverables. This position will report into the Manager of Customer Onboarding.
Essential Functions
To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.
Project manage the end-to-end customer experience and post-sales onboarding process
Create detailed and efficient customer project plans that outline specific tasks and tracks to defined metrics and timelines
Direct, facilitate, and monitor the progress of the customer’s onboarding, addressing issues and removing obstacles
Efficiently identify and analyze customer issues and provide solutions
Prepare and provide regular performance and project status reports
Build strong internal and cross-functional relationships to ensure customers are receiving the highest level of care
Gather and communicate customer feedback and insights to key stakeholders
Recommend process improvements to processes that result in more efficient, automated, timesaving, and scalable procedures for future onboarding
Achieve defined customer satisfaction, operational efficiency and onboarding timeline goals
Additional functions
In addition to the essential functions listed above, the incumbent may perform the following additional functions.
Prepares accurate sales activity, forecasting and tracking reports
Job Qualifications
Required Qualifications
Bachelor’s Degree or equivalent years of experience
Strong project management experience and capabilities
Experience supporting customers, de-escalating customer concerns, and driving customer loyalty through issue resolution
Prior experience in customer success or onboarding of software products, highly desired
Working Conditions
Physical Demands
Ability to sit or stand while operating office equipment, such as a computer or telephone for 6-8 hours per day
Ability to talk to customers and business partners via telephone or other technology 4-6 hours per day
Ability to work in an office environment either onsite or remotely
Operating a computer or other office device up to 8 hours per day
Position involves frequent communication with customers, inside staff, etc. and requires ability to understand and effectively exchange accurate information
Travel and On-call
This position requires minimal travel (10%) as necessary.
The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $54,200.00 - $66,400.00
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