Purpose 

As a Customer Service Manager you will partner with a Sales Executive to ensure the success and satisfaction of your assigned customers.  You will be responsible for managing and nurturing our customers throughout their lifecycle. Your primary focus will be on conducting health checks, driving renewals, fostering up-sell and cross-sell opportunities, implementing automated plays, handling escalations, mitigating churn, developing success plans, and driving advocacy initiatives.  This team lives and breathers our team value "customer obsessed".   

Responsibilities 

• Success Plans: Collaborate with customers to develop and implement customized success plans, aligning business objectives with our products or services, and tracking progress towards achieving their desired outcomes. 
• Collaborate with end users to ensure the system meets the organization's business needs. 
• Health Checks: Proactively conduct regular health checks on assigned accounts to assess customer satisfaction, identify potential issues, and recommend appropriate solutions. 
• Advocacy Management:  Cultivate strong relationships with customers, nurturing them into advocates for our company, products or services through community engagement, case studies, testimonials, referrals and participation in advocacy programs.   
• Automated Plays:  Develop and execute automated customer engagement campaigns, leveraging digital tools and platforms, to drive customer adoption, usage and satisfaction.   
• Renewals and Expansion: Collaborate with the Sales team to ensure timely and successful renewals of customer contracts, ensuring maximum customer retention. 
• Up-sell and Cross-sell: Identify opportunities for up-selling and cross-selling additional products or services based on customer needs and business goals, in collaboration with the Sales team. 
• Escalation Management: Act as a point of escalation for customer issues, working closely with internal teams to resolve challenges promptly and effectively, ensuring customer satisfaction and retention. 

• Churn Management: Proactively identify potential churn risks and develop strategies to mitigate them, engaging customers with targeted retention initiatives to ensure long-term customer success.

   

Competencies 

Customer Focus?