Job description
About the Role:
The Customer Success Manager (CSM) is a key member of our Customer Experience team and is responsible for developing and supporting a strong sense of partnership between Omatic and our customers. The ideal CSM is a friendly, proactive communicator who can quickly apply critical thinking to solve unexpected challenges. The CSM is an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of their Omatic solution(s) and is a trusted partner with internal Omatic teams to ensure the voice of the customer is represented in all that we do.
What You Will Be Doing:
Customer Relationship Management
- Develop and manage strategic and complex customer accounts effectively by building strong relationships with key stakeholders and understanding their business processes / systems to establish trust and assure customers of our ongoing commitment to their success.
- Serve as a customer advocate within the organization, communicating customer needs and concerns to relevant departments and ensuring these are addressed in a timely and effective manner. Manage account escalations by coordinating cross-functionally to ensure swift resolution of any issues.
Customer Experience Analysis and Improvement
- Regularly monitor, analyze, and report on NPS (Net Promoter Score) and other relevant metrics, and develop strategies based on data to improve the customer experience and increase customer references. Actively address and manage any issues or concerns identified in customer feedback to enhance overall satisfaction.
- Understand and track customer outcomes through ongoing collection and analysis of product usage data and feedback. Develop strategies to drive product adoption based on these insights and customers’ goals with Omatic to ensure customers fully leverage our solutions.
Cross-Functional Collaboration
- Work with Sales and Professional Services to ensure seamless customer transitions, with Product to share customer insights that inform product development and improvement, and with Accounting to address / resolve billing needs. Identify opportunities for cross-selling and upselling within existing customer base.
Customer Retention and Satisfaction
- Drive customer retention by ensuring customer satisfaction and promoting the value of our solutions throughout the entire customer lifecycle. Meet renewal targets by effectively addressing any areas of customer concern and demonstrating the ongoing benefits of our services.
Product Knowledge and Industry Awareness
- Develop and maintain a deep understanding of our solutions to provide effective and knowledgeable customer management. Regularly update product knowledge and stay abreast of new industry trends, technologies, and competitive offerings to ensure high quality and relevant conversations with customers about their evolving needs.
Process Improvement
- Identify and share best practices with Customer Success team members to help continually improve the quality, effectiveness, and efficiency of our processes.
Additional Responsibilities
- Complete a rotation with the Professional Services team to gain valuable exposure and hands-on experience in understanding our implementation processes, services and solutions that will enhance overall proficiency in delivering exceptional customer success outcomes.
- Other responsibilities as identified by CX leadership.
What You Will Bring to Omatic:
- Bachelor’s degree and 3-5 years of experience in a Customer Success role, ideally focusing on commercial business models
- Excitement working with people and organizations, including demonstrable experience with relationship-building, account management, and/or delivering outstanding customer service
- Possess strong phone, written and verbal communication skills with excellent presentation skills
- Excellent multitasking and project management skills
- Experience working with senior and executive level customer contacts
- High level of enthusiasm and a positive outlook that is infectious and irrepressible, even when times get tough
- Ability to communicate well with all internal Omatic teams to represent the voice of the customer
- Unafraid to step into situations where key information is not yet available and understand that connecting with a customer and listening is more important than having all the answers
- Track record of consistently keeping commitments made to customers and teammates, alike
- Position can be remote or at Omatic HQ in Mt. Pleasant, SC
