Customer Success Manager

As a Customer Success Manager, you are the primary strategic customer-facing role responsible for platform adoption success, growth and renewals through the management of joint success plan and strong customer relationships.

Responsibilities

  • Develop a deep understanding of the customer’s business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
  • Apply domain/technical knowledge of Resolve’s products, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support the customer’s success plan.
  • Partner with customer-facing account teams and executives (sales, support, professional services, engineering) on overall platform success.
  • Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
  • Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
  • Maintain knowledge of market trends and competitive insights and act as a Resolve Platform evangelist with customers, partners, and ecosystem communities.

Qualifications & Experience

  • 3+ years of customer-facing experience, interfacing with technical executive teams and driving customer digital transformation with enterprise products or success in senior roles, Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex, and global strategic customers.‍
  • Communication and Leadership: This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations. Ability to articulate business value to various stakeholders within customer organization including IT and business leaders.‍
  • Technical and IT Automation Domain Expertise Knowledge: Ability to understand the business requirements and technical problems and help them with best practices and the right next action.‍
  • Relationship Building: Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.‍
  • Program Management: Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required.‍
  • Education: Bachelor's degree in Business, Engineering, or Science or equivalent practical experience required
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