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Customer Success Manager (North America) x 2

Accel Therapies

This is a Contract position in Los Angeles, CA posted May 4, 2022.

The Customer Success team is responsible for retaining, growing and improving our customer’s use of Natterbox and therefore plays a key role within the business.

In this role you will work closely with a portfolio of Natterbox customers to discover their business needs and challenges, and coach them on the best ways to use Natterbox to achieve their desired outcomes.

You will enable them to achieve an enhanced product understanding and service utilisation resulting in customer satisfaction, and thereby increasing retention and growth.

Responsibilities include
– Managing a portfolio of 80-100 customers, you will work diligently to prioritise and work through their commercial queries and requests Work to identify and/or develop up-sell opportunities and administer the renewals sales process to deliver timely renewal or expansion and minimise attrition Develop strong and sustainable relationships with assigned customers, increasing adoption, ensuring retention, and satisfaction with Natterbox and our products.

Work with assigned customers to develop a success plan that outlines how Natterbox will be addressing their business critical needs both immediately and in the future and identify and manage potential issues.

Ensure customers are coached to become Natterbox experts so they become increasingly self-sufficient Marshal internal resources and support as needed to initiate corrective actions when a customer has an issue to ensure timely and satisfactory resolution Function as the voice of the customer and provide internal feedback on how Natterbox can better serve our customers Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty Requirements Customer Success comes from the heart.

You have a natural passion for your customers ensuring they are getting value from our products.

You have impeccable relational skills and can create win/win outcomes for everyone that you work with.

You are self-motivated and driven by success and motivated by a desire to help and serve our customers.

You are a personable and conscientious individual with a desire and ability to offer excellent customer service, with a collaborative and strong team player approach but still a self-starter with excellent organisational skills.

You have outstanding written and verbal communication skills at both practitioner and Management-Level, and possess high-level problem solving and analytical skills.

You are success-driven, fast-paced, work well in a diverse team, enjoy dynamic and changing environments and can adjust priorities on-the-fly and effectively identify and develop initiatives to enhance and track customer experience.

You have 3 years of relevant experience in sales, account management and/or customer success experience with experience in increasing customer satisfaction, adoption, growth and retention, and closing sales deals at executive level.

Preferably you have experience with Salesforce.com or other Force.com platforms, in a VOIP Service Provider/ Telco environment and Project Management.

by Jobble