Customer Success Manager (Remote) at Kurtosys Systems

The Customer Success Manager is responsible for building and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and solution growth opportunities.

The CSM works closely with our customers alongside Sales, Support, Account Management, Implementation Services, and other Operations and Product Management teams at Kurtosys to ensure our services are delivered successfully. The Senior CSM reports to the Head of Customer Success.

Responsibilities

• Build and maintain strong relationships within customers.
• Serve as customer advocate and capturing customer feedback.
• Prepare, schedule, and conduct Executive Business Reviews; maintain accurate record of discussions and action items.
• Retain, Maintain and Expand the ARR for a portfolio of customers.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
• Educate customers on the use and benefits of the Kurtosys solutions.
• Work closely with Kurtosys Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives.
• Work with management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.
• Provide monthly account reporting to management and internal stakeholders.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall support of customers.
• Collaborate with Sales team on account mapping & strategy and identify opportunities for selling products and services within accounts.

Required Skills

• Several years’ experience in Customer Success or similar customer-facing roles.
• Knowledge and experience of digital marketing within the financial markets vertical.
• Experience working with senior and executive management.
• Possess strong written and verbal communication skills with excellent presentation skills.
• Experience in contract creation, execution, renewal and a firm understanding of financial and legal terminology.
• Excellent multitasking, project management and time management skills.
• Demonstrated ability and desire to work and excel in fast-paced environment.
• Proficiency to develop and execute strategic plans.
• Excellent team player and able to work under own initiative.
• Ability to effectively facilitate and lead cross-functional teams and resources.
• Possess SDLC experience with understanding of Internet and web applications.
• Experience in project management methodologies and an understanding of ITIL.
• Ability to learn new technologies.
• Must possess a proven understanding of corporate business world.
• Strong critical thinking, analytical, and problem-solving skills.
• Well-organized and with a high level of attention to detail.
• Highly Proficient with MS Office andSalesforce.com.
• Willingness and ability to travel up to 25% within region.
• Experience in Kurtosys products and WordPress a plus.