Senior Customer Success Manager Wfh (Remote)

Job Overview

As a Senior Customer Success Manager, you will play a critical role in advancing our mission to innovate commercial automation through our state-of-the-art technology. Your primary responsibility will be to ensure successful product implementation and identify potential for growth within our customer accounts. By fostering customer satisfaction, you will drive upselling initiatives that maximize the value of our Automation Technology across all managed properties.

Key Responsibilities

• Serve as the primary liaison for your designated customer portfolio, engaging in both remote and on-site activities to promote product adoption and expand inventory.
• Lead the onboarding experience for new customers, employing standardized methodologies to ensure a seamless and effective integration process.
• Oversee a portfolio of Strategic Accounts, providing tailored support to enhance technology utilization and customer engagement.
• Regularly prepare and present comprehensive performance reports to stakeholders, highlighting KPIs that demonstrate our solutions’ impact.
• Deliver compelling data-driven presentations that narrate customer success stories, facilitating discussions on performance and feature enhancements.
• Identify opportunities for upselling additional inventory within your accounts based on established relationships and insights into customer needs.
• Proactively address potential issues to mitigate customer dissatisfaction and strengthen the overall customer experience.
• Collaborate with internal teams to ensure flawless product launches and post-launch activities.
• Collect, analyze, and interpret key performance indicators to generate actionable insights for both internal strategy and customer discussions.
• Conduct training sessions and provide ongoing support to customers, ensuring they maximize the value of our offerings.
• Mentor newer Customer Success team members, establishing a benchmark of excellence in all role facets.

Required Skills

• Strong written and verbal communication abilities, with expertise in crafting impactful presentations.
• Familiarity with CRM systems and data analysis techniques.
• Proven experience in customer advocacy, particularly in high-technology sectors such as automation or robotics.
• Capacity to manage multiple projects independently while maintaining a keen eye for detail.
• Willingness to travel to customer locations as necessary.

Qualifications

• A minimum of four years of experience in a similar customer success or advocacy role with direct engagement in post-sales service.
• Experience with Vitally or similar Customer Success tools is required.
• An established track record of positively influencing customer satisfaction and driving revenue growth through enhanced customer engagement.

Career Growth Opportunities

This position offers substantial opportunities for professional development, including mentoring roles and contributions to team leadership, all within a culture that encourages continuous learning and excellence.

Company Culture And Values

We pride ourselves on fostering a collaborative and innovative work environment where every employee is encouraged to proactively engage with our customers, ensuring their success and satisfaction.

Networking And Professional Opportunities

Joining our team provides the chance to network with industry professionals, develop your skills, and contribute to meaningful projects aimed at transforming the customer success landscape.

Compensation And Benefits

• Competitive salary and performance-related bonuses
• Flexible working arrangements, including hybrid options
• Health, dental, and vision insurance
• 401(k) retirement savings plan with company matching
• Generous vacation and paid time off policy
• Opportunities for travel to customer properties and professional development programs.

Employment Type: Full-Time