Based in the D.C/Maryland/Virginia area, the Customer Success Manager role will support and engage customers at every stage of the customer lifecycle, leading to improved account retention and product diversity.
RESPONSIBILITIES
• Liaise with Strategic Account Managers, Technical Customer Success Consultants (TCSCs) and Services team to create a customer loyalty plan for tier 1 and 2 customers and implement.
• Build relationships at multiple levels of the customer’s organization.
• Oversee customer onboarding process and keep customers and wider Teneo team updated at each milestone.
• Create bespoke agendas for customer review meetings and involve Teneo staff in any meeting preparation and documentation required.
• Conduct face-to-face meetings with customers on a pre-determined cadence to maintain a current client pulse.
• Keep CRM up to date with key contacts and notes from any conversations.
• Arrange executive sponsor meetings with 1st and 2nd tier customers.
• Facilitate Technical Customer Reviews and discovery roadmap sessions between customers and TCSCs.
• Organize training and knowledge transfer sessions on technology solutions.
• Organize bi-annual technology health checks.
• Monitor and report on customer health-related KPIs.
• Escalate customer issues internally and provide updates to stakeholders.
• Manage incremental expansion projects for customers.
• Manage customer renewals in partnership with Technical Customer Success team.
• Recognize upsell and cross-sell opportunities and initiate meetings with Sales team.
• Be the Teneo expert on key accounts.
• Work with relevant vendors and Teneo teams to provide customers with proactive updates on new features, products and changes to pricing.
• Survey customers to Seek regular feedback on Teneo’s performance and share internally.
• Devise customer experience improvement initiatives.
• Provide monthly statistical reports on health of customers’ technology solutions.
• Contact customers who have not logged support tickets within 90 days to check in on the quality of service/solution.
• Check with customers upon resolution of trouble tickets that were open for more than two weeks to gain feedback on experience with Service Desk.
• Follow up negative CSAT ratings
• Increase customer attendance of Teneo technical workshops.
• Organize customer and Teneo social events.
• Keep up to date with and articulate the function and value of Teneo’s product offerings at a high level.
EDUCATION AND WORK EXPERIENCE
• Bachelor’s degree.
• Demonstrative experience in a customer success or customer service role.
• Project management experience .
KNOWLEDGE SKILLS AND QUALITIES
KNOWLEDGE
• Working knowledge of Hubspot
• Understanding of:
Enterprise hybrid architectures
Managing & delivering IT
Teneo’s technical value proposition
SKILLS
• Relationship building and management
• High levels of emotional intelligence
• Strong verbal and written communication skills
• Time management and organization
• Issue resolution
• Stakeholder management
• Project management
QUALITIES
• Reliable
• Empathetic
• Accountable
• Positive and optimistic
• Detail oriented
