As a Customer Success Manager, you will be responsible for onboarding new customers, and driving their post deployment adoption leading to renewals, expansion, and positive references across the SmartWorks customer base.
Reporting to the Director of Customer Success, you will contribute to the development and execution of our Customer Success capabilities in order to advance all customers along their customer journey and achieve an enduring customer relationship.
Key Responsibilities
Customer Success Focus and Customer Care:
· Drive the Customer Success Journey for our Top 15 ARR Accounts, from initial onboarding to product adoption, expansion, advocacy, and ultimately renewal.
· Increase IB growth of top 15 ARR by:
o Increasing ARR
o Increasing product entrenchment
o Retaining Customer
o Managing NPS to Promoter Level
· Increase Customer Engagement through:
o Visit Plans
o Conference Participation
o Product Engagements
o Campaigns
· Create, execute, and drive work order closures from Customers, Campaigns, and Referrals
· Work closely with Support Services, Professional Services, and R&D to address customers’ needs and work with Subject Matter Experts on defining the required solution in order to fulfill their work orders.
· Facilitate or host webinars with experts to enhance customers’ product knowledge and adoption of SmartWorks products, managing training and consultative tickets, and creating customer best practices.
· Ensure CRM data currency on all Accounts worked and on all work orders
· Customer Onboarding
o Sales handoff from contract signature to customer onboarding
o Drive welcome activities
· Support endurance activities
o Assist in renewal management of common offerings (e.g. service packages)
o Mitigate risk of churn
o Enhance Customer Success processes
o Maintain healthy customer engagement levels
Customer Advocacy
· Nurture customers and ensure you are advocating their journey by becoming their go-to-person
· Deliver insights to help customers optimize the value of the SmartWorks products and improve their overall engagement
· Facilitate touchpoints with similar customers and SmartWorks subject matter experts
· Maintain strong customer retention rates aligned with corporate goals
What we are looking for:
· Ability to accomplish results working through others
· Hands on, individual contributor and collaborative team player
· Willing to travel up to 20% when appropriate and safe to do so
· Ability to travel within Canada and the US
· Minimum of a Bachelors’ Degree or relevant post graduate experience in preferably a technical field such as Computer Science, Electrical Engineering, Computer Engineering, etc.
· Minimum three to five plus years in the Software Industry interacting with clients through Support, Product Management, Consultant, or Sales
· Ideally the candidate has some experience with the utility industry
