Autotask Corporation Customer Success Manager in Dallas, Texas

Customer Success Manager

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Job Status:Full Time

Location:Dallas, TX

Job Summary:

The Customer Success Manager is responsible for driving high levels of customer satisfaction and long-term customer retention among an assigned group of customer accounts. This is accomplished through multiple dimensions, including enhancing the overall customer experience, actively engaging with customers on both a proactive and reactive basis, and working cross-functionally with other groups to address root causes for customer dissatisfaction and churn.

Essential Responsibilities:

  • Drive the achievement of high levels of customer retention within an assigned set of customer accounts

  • Promote increased product adoption, customer loyalty, and customer health via proactive engagement with customers throughout the customer lifecycle

  • Engage in retention efforts in support of at-risk customers, and establish success plans moving forward

  • Identify opportunities to better retain customers based on customer size, length of service, and other factors

  • Provide visibility and internal awareness regarding customer health and drivers of attrition on a monthly/quarterly/yearly basis, to help inform actions across the business

  • Collaborate with Finance and Sales to actively address customer satisfaction issues that may inhibit receivables, renewals, and upsell, and also to negotiate concessions required in order to move forward effectively with specific customers.

  • Collaborate with Product Management, Product Design, and Engineering to influence product roadmap, design, and development based upon customer feedback

  • Collaborate with Marketing on initiatives to create a world-class customer experience that drives high customer loyalty and enhances customer value.

  • Collaborate with Services, Support, and Training to address specific customer needs and concerns, and to maximize product adoption.

  • Continuously improve internal processes, technologies, and workflow to improve customer experience, maximize efficiency of internal teams, and drive improved results

  • Travel to company offices, customer locations, industry events and other locations as required.

Qualifications:

Four year degree in Business Administration, Information Technology, or related field, or comparable work experience in related field (Customer Success, Account Management, Customer Service) is required.

Demonstrated ability to thrive in a dynamic, fast paced environment

Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes

Strong analytical ability, capable of identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer

Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the business

Familiarity and practical expertise with various customer-enablement technologies such as customer success management platforms, online community and portal tools, self-service tools, on-line training tools, etc. preferred but not required

Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.