Customer Success Manager
2 weeks ago
Position Overview
The Customer Success Manager (CSM) oversees a portfolio of accounts and ensure s an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators. As the key contact point for the customer relationship on Diligent products , t he C SM will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction .
Key Responsibilities
- Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
- Increase overall client satisfaction with Diligent measured through Net Promoter Score;
- Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
- Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
- Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
- Facilitation alongside the Implementation team of the core Boards product and modules with senior stakeholders to the client including C-Suite and Directors.
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Seek out client advocacy related initiatives
Required Experience/Skills:
- Fluency in Arabic (written and spoken) and English are essential for this role. You will be responsible for managing relationships with Arabic and English speaking customers.
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
- Seek out client advocacy related initiatives
- Some experience in enterprise level account management (preferably in SAAS) is desirable
- Some experience in sales CRM applications such as Salesforce
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- Strong problem-solving ability, with a natural curiosity around the client’s business needs
- High level of resilience and a positive attitude when faced with adversity
- Passionate about technology with a solution-centric mindset
- Occasional travel may be required with this role
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