Customer Success Manager at Silversoft

Job Description:

We are seeking a highly motivated and skilled Customer Success Manager to join our Agency Business Unit team. The ideal candidate will be responsible for ensuring that our customers are successful in using our software and services, and that they are able to achieve their desired outcomes. As a Customer Success Manager, you will be responsible for building strong relationships with our customers, understanding their needs, and ensuring that they are satisfied with our products and services.

Responsibilities:

The main responsibilities are (but is not limited to):

• Play a leading role in the onboarding of new key account customers and guide them through the implementation process. You will not be executing the actual training but supervise the implementation project and ensure that our customers goals are met.
• Supervise, and provide ongoing support to customers to ensure their success with our products and services.
• Identify opportunities to upsell and cross-sell products and services to existing customers and build repeatable programs around it, i.e.. a yearly customer health-check.
• Collaborate with cross-functional teams to ensure that customers receive the best possible experience.
• Proactively monitor customer usage and identifying potential issues before they become problems.
• Develope and execute strategies and programs to increase customer retention and loyalty.
• Serve as the voice of the customer and provide feedback to the product development team and to our software partner Deltek to improve products and services.
• Build processes that ensures all customer inquiries and issues are addressed in a timely and professional manner.
• Develope and maintain a deep understanding of our products and services. Extensive training and onboarding will be provided.
• Own the relationship marketing process. You will work with marketing to build case stories and newsletters. You will work with product development to ensure timely and concise information about new releases and other relevant communication.

Qualifications:

• Bachelor’s degree or equivalent industry related qualification
• Minimum of 3-5 years of experience in customer success or account management in a SaaS business
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to build strong relationships with customers and internal stakeholders
• Proven track record of achieving customer retention and upsell/cross-sell targets
• Strong understanding of SaaS business models and industry trends
• Strong knowledge of the advertising agency industry.
• Positive mindset and ability to empathize with customers.
• Leadership skills to manage and develop a team of two direct reports.
• Excellent verbal, writing, and presentation skills.