Manager, Regional Customer Success

Benefits:

The company offers medical, dental, vision, short and long-term disability, life insurance, the ability to participate in 401K and paid time off as applicable.

Summary of Position:

The Manager, Regional Customer Success, will be responsible for leading a team of Customer Success Managers and Specialists dedicated to a specific region of the world. This leadership role requires a seasoned professional with a strong background in customer success management and team management. This role’s primary objective will be to ensure the success of our regional customer strategy, driving long-term partnerships, and overseeing the execution of customer plans to meet their evolving needs.

Essential Functions:

• Build, lead, and mentor a team of Customer Success Managers and Specialists, providing coaching and performance evaluations, including hiring and firing
• Manage and nurture relationships with customers within a specified Region, serving as their primary point of contact and trusted advisor
• Understand customers' business objectives, challenges, and requirements to develop tailored customer success plans
• Collaborate with operations, sales, product management, and support teams to ensure a seamless customer experience and address customer needs effectively
• Proactively identify opportunities for customer retention, growth, and advocacy, and work with internal teams to execute on these opportunities
• Conduct regular business reviews with customers to review their success metrics, address concerns, and identify areas for improvement and collaboration
• Track and analyze key customer success metrics, such as customer satisfaction, renewal rates, and expansion revenue, and take appropriate actions to drive positive outcomes
• Provide guidance and support to customers on product adoption, best practices, and industry trends to drive value and success
• Act as a customer advocate within the organization, communicating customer feedback and requirements to relevant teams
• Stay up to date with industry trends and customer success best practices to enhance customer engagement and satisfaction

Competencies:

• Ensures Accountability
• Tech Savvy
• Communicates Effectively
• Values Differences
• Customer Focus
• Resourcefulness
• Drives Results
• Plans and Prioritizes
• Decision Quality
• Self-Development

Work Environment:

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• BS or equivalent education and/or relevant experience
• 5-7 years of experience

Qualifications:

• 5-7 years of experience in customer success or related fields for large and mid-enterprise clients
• Experience in scaling and managing a team of Customer Success Managers or Specialists
• Proven track record of driving customer success initiatives across a region
• Strong understanding of regional market dynamics and competition
• Excellent communication and leadership skills, with the ability to mentor and guide customers effectively
• Strategic mindset with a customer-centric approach and a keen eye for continuous improvement

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.