Description:
We are looking for a Customer Success Manager to join the Go-To-Market business team at Wiser Solutions. This role has a broad range of responsibilities that will grow as you do. Your main responsibilities will include:
- Scoping, communicating, and project managing customer deliverables.
- Serving as the primary contact for on-boarding, training, and day to day needs for your customer group (separate support and engagement management teams exist as well for additional customer coverage)
- Be an advocate for all assigned customers by understanding their business and leveraging Wiser’s solutions to help them grow.
- Capturing, documenting, quantifying, and communicating customer feedback and risk to the Sales, Marketing, Product, Operations and Leadership teams
- Assisting in the creation of communal resources and innovating efficient processes to surprise and delight our customers while aiding internal teams.
- Analyzing customer behavior inside & outside of our solutions in order to take action to improve customer engagement & retention.
- Leading frequent customer meetings & quarterly business reviews bolstered by proactively sourced data driven analysis.
- Working with customers and internal sales teams to grow (upsell and cross-sell) accounts, negotiating customer contracts and renewals, and collaborating with management to create corresponding amendments & statements of work.
- Proactively reaching out to customers to identify risk and assess gaps in value realization to therefore take mitigating action with the support of appropriate internal teams.
Qualifications
- 2-4 years customer success manager or similar experience
- 2-4 years of professional experience in a role that blends customer focus and analytics.
- Technical aptitude, and intermediate or higher experience with Microsoft Excel, PowerPoint, and Salesforce CRM
- Strong analytical mindset and ability to think ‘outside the box.’
- Retail industry knowledge preferred.
- Strong customer orientation and sense of empathy (prior customer service positions are a plus)
- Ability to communicate clearly and effectively (cross-team or customer communication experience is a plus)
- Business acumen and strategic thinking
- Strong follow through, organizational abilities, and time management skills
- High degree of attention to detail and self-accountability
- Demonstrated ability to manage multiple large responsibilities simultaneously.
- Can-do, positive, and team-oriented attitude
- Maintain regular and reliable work attendance.