Thursday , February 2 2023

Customer Success Manager – New Haven Fire Department Hiring

Website FireRescue1

Job Description:

The Customer Success Manager is the single point of contact for the customer and is responsible for coordinating, interacting, and working with cross-departmental teams to ensure customer satisfaction across multiple platforms, products, and services.

Job Responsibilities:

  • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
  • Partner with internal Lexipol team members to align account activities with the customer’s business case and strategy.
  • Focus on upsell and cross-sell potential to drive product adoption and/or health
  • You will serve as the primary point of contact post implementation overseeing all products and services for the customer
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.
  • Track account health to identify cancellation risk and actively work to eliminate that risk via creative solutions
  • Conduct periodic customer health-checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • You will be measured on retention, driving referral business, NPS scores, upsells and cross-sells and customer health and adoption.
  • Ability to work remotely

Job Requirements:

  • Critical thinking skills to help with analysis of business, market, and competitive trends.
  • Ability to manage multiple projects simultaneously and operate in a fast-paced, high-velocity environment
  • Highly organized – you’re driven to be efficient and effective. You make managing multiple tasks with tight timelines look like a cakewalk.
  • Some travel may be required
  • Ability to establish rapport and credibility with other leaders across the company and influence people in various areas and levels of the organization
  • Familiarity working in or with public safety is a plus
  • Collaborative and independent – you thrive while working with others but can also buckle down and get things done without a lot of oversight
  • Proficient interpersonal, verbal, and written communication skills with high comfort level speaking on webinars, customer meetings, and potentially some industry events

Qualification & Experience:

  • Skilled in Salesforce, Microsoft Office, and managing multiple products or interfaces
  • Ability to switch gears quickly and adapt to change effectively
  • Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management
  • 5+ years of customer success experience in SaaS organization
  • Familiarity with sales, upselling and maintaining / exceeding goals or quotas
  • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service
  • Excellence, Negotiation and Influencing skills

Job Details:

Company: FireRescue1

Vacancy Type: Full Time

Job Location: Bloomfield, CT, US

Application Deadline: N/A

Apply Here

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