Job details
Job type full-time
Full job description
Job title: customer success manager
Department: customer success
Location: nashville, tn or remote us
Benefits: medical, dental, vision and 401k plan offerings
As a customer success manager, you will own the commercial relationship (revenue retention and an appropriate growth expectation) with customers within your assigned portfolio, opportunities for value-add are being identified, and clear and speedy issue resolution across the full engagement is achieved.
What will you do?
Promote customer advocacy by:
Identifying ways to add value to your customers above and beyond our contracted interactions.
Drive best practices and ensure your performance is in line with methodologies set by the head of customer success.
Prepare and lead effective strategic business reviews (sbrs) for your customers and assume ownership of related action planning.
Provide thought leadership to your customers, understanding their business issues to ensure the best possible solution is proposed by crownpeak.
Create and maintain a practical and clear account plan in place for each of your customers.
Meet growth target expectations and manage balanced scorecard results.
Achieve revenue attainment
Ensure retention (and any applicable growth) of the expected revenue for your customers.
Lead the renewals process.
Work with the sales team where new opportunities are identified to put forward a crownpeak solution which is fit for purpose and clearly aligned with the rest of the customer’s activity.
Services methodology and delivery
Be knowledgeable of the status of all crownpeak projects at your customers and ensure there is a clear understanding of what services the customer is receiving from crownpeak or partner(s) and the overall value they deliver.
Be jointly accountable for working with other internal departments to make ensure that any issues are resolved.
Qualifications & experien ce
Minimum of 3 years’ experience in a customer facing account management role.
Strong customer relationship building skills.
Ability to manage customer expectations and resolve difficult situations as they arise.
Experience of managing and meeting commercial targets.
Experience working in a metrics and data driven environment and be excellent at using data and information to demonstrate delivery of business value to customers.
Strong verbal and written communication skills.
Ability to effectively manage projects and collaborate with internal/external stakeholders.
About crownpeak
Crownpeak is a growing, dynamic software company offering best-in-breed capabilities that empower companies to create, deploy and optimize omnichannel digital experiences — faster and easier than ever and with zero infrastructure to maintainAt crownpeak you will learn and grow in a collaborative and winning environmentYou will be surrounded by smart, innovative, and caring people with a #customerobsessed mentalityIf you are looking to share your unique perspective and ideas at a collaborative table and help equip all kinds of businesses achieve their goals, check us out.
We have a casual, professional work culture and our employees are connected by our shared values that we strive towards in every part of our jobs:
We are champions of our customers` success
We are never satisfied with the status quo
We work with pride and purpose, and own the results together.
Crownpeak pays competitive wages based on requisite experience and skillsThe company offers health, dental and pension benefitsIn addition, our generous time off benefits support our work-life balance approachMost importantly, each employee has an opportunity to build our business and become part of our successful crownpeak team.
Crownpeak pays competitive wages based on requisite experience and skillsThe company offers a 401(k) retirement plan, generous time off, a work-life balance approach, as well as health, dental, vision benefitsMost importantly, each employee has an opportunity to build our business and become part of our successful crownpeak team.
Crownpeak is an equal opportunity employer.
Job type: full-time
Work location: multiple locations
