Job Type
Full-Time Regular
Location
New York City NY


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Position Description:

Our client’s Customer Success Manager is accountable for the customers’ growth and success. The CSM acts as an account manager, with wide responsibilities on different aspects from project initiation, through smooth operations, training and onboarding, towards bringing the expected value to their users and promote the usage of our client's technology.

The CSM will be working closely with the customers and will manage all operations activities, ensuring that the company is fulfilling the contracted KPI/SLA and to serve as the primary escalation point for incident reporting towards the customer. The CSM will engage the relevant technical resources from our client as required to meet this goal.

The importance of the role of Customer Success Management includes managing customers in high touch model to provide excellent results and customer satisfaction.

Through managing onboarding and ongoing training, the CSM ensures that all customers are fully engaged and receiving the value that they expect. At every point, the CSM collects, analyzes and then uses data and feedback to make the customers’ experience with their product seamless, consistent, and exceptional.

Location: Remote

Customer Success

  1. Operate as the lead point of contact for any and all matters specific to the customers
  2. Develop trusted relationships with decision makers, Key personnel and IT stuff
  3. High touch communication model with customers on regular basis based on best practices
  4. Communicate clearly product usage and analytics on a quarterly basis to the relevant stakeholders
  5. Work with internal teams to present, meet and exceed customer expectations and perceptions
  6. Identification and tracking of enhancement requests for future features and functionality

Project Management

  1. Oversee the customer onboarding process from initiation to execution for assigned customers
  2. End to End project management responsibility and training orchestration to new and existing customers
  3. Handle complex and escalated customer service issues

Customer Growth

  1. Partner with Sales to develop a plan for customer success and expansion for each customer to achieve growth goals
  2. Identify up-sell opportunities and communicate any potential risks that would threaten renewal
  3. Master the products to promote customer adoption and use
  4. Maintain a deep understanding of the solutions and speak with customers about the most relevant features/functionality for their specific business needs

Operational Excellence

  1. Enhance the effectiveness and efficiencies of Operations processes and systems
  2. Develop and implement customer success policies and procedures
  3. Identify and implement strategies to improve customer satisfaction and product adoption
  4. Understand various post-sale adoption methods and devise ways to measure and improve to ensure superior customer onboarding and handoff experience

Who they are:

Our client is a global leader in public safety technology. They are developing next generation 911 cloud-based ecosystem that enables real-time emergency communication between citizens and 911 services worldwide. Our client's patented platform delivers live streaming video, advanced IP based communication, accurate dynamic locations (also indoors). This smart and rich data helps call takers analyze and process what is happening in real-time, provide accurate support, slash time to dispatch and ultimately save lives.

Position Requirements:

  1. At least 4 years of proven working experience with customers in a B2G company OR industry experience working in a PSAP or other relevant experience in the public safety industry.
  2. Strong client-facing and communication skills.
  3. Advanced troubleshooting and multi-tasking skills.
  4. Excellent knowledge of project management methods and techniques and proven experience in leading project management for large scale projects.
  5. Ability to think strategically and to lead.
  6. Experience in generating training materials and executing training sessions on-site/remotely
  7. Customer service orientation.
  8. Working knowledge of Customer Success software, databases and tools.
  9. Awareness of Customer Success latest technology trends and applications and experience in implementing new Customer Success Methodology and tools in the organization.BS degree in Business Administration or a related field.
  10. Up to 30% of your time may include travel for client visits.