Customer Success Manager – New Haven Fire Department Hiring

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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