Customer Success Manager 2

Customer Success Manager 2

JR-123391

Warsaw

Customer Success Manager 2

Full time

Job Summary

Supports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.

Responsibilities

Account Type

• Supports inside sales accounts, field accounts or small to medium accounts in market/country revenue including new logos – typically 50K MRR or less per account
• Number of accounts supported are typically under 50 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher

Account Support

• Supports customer accounts
• Acts as a customer advocate
• Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
• Engages customer to reduce service-related churn risk within region with minimal direction from leadership
• Supports/enables non-standard customer requirements
• Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboarding/Implementation Project Coordination

• Onboards up to medium size Customer new logos and non-strategic customers independently
• Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
• Able to support projects/implementations independently
• Involved in regional Account team planning and coordination

Issue and Escalation Handling

• Post-sale tactical issue resolution
• Acts as point of contact with customer on escalations or issues independently
• Tactical preparation and delivery of post mortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation
• Utilizes standard QBR offering with minimal customization
• Project manages resolution of follow up actions from QBR’s

Service Improvement Plan

• Manages and delivers on a service improvement plan

Global Account Leadership

• Coordinates cross-regional customer needs without guidance

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