Job Description
Customer Success Manager
Customer Success > Customer Experience
Reporting to: Senior Director, Customer Experience and Support
The Customer Success Manager acts as a primary contact for key customer stakeholders and is responsible for developing and maintaining strong relationships with customers at the corporate and franchisee levels. The CSM is the trusted partner who understands the customer’s needs and represents the voice of the customer within CLEARVIEW.
What will your day look like?
Duties and tasks include, but are not limited to:
Maintaining Healthy Customer Relationships
- Establishing and maintaining strong customer relationships with key stakeholders; ensuring delivery of a consistently positive and engaging customer service experience
- Contributing to the onboarding and training of new or growing customers to set them up for success
- Listening to customers to better understand their business needs and strategic plans, and guiding them toward best practices that will promote adoption of CLEARVIEW’s robust feature set
- Helping to answer customer questions or resolve concerns through appropriate channels when they arise
Strategic Planning and Design
- Collecting and analyzing available customer data to improve CLEARVIEW’s customer experience
- Working cross-departmentally as needed to continually improve CLEARVIEW’s onboarding processes, based on observations and customer feedback
- Collaborating with other members of the Customer Success team to design and implement success programs that support customers in their business growth and profitability, maximizing the value they get from CLEARVIEW and thereby increasing “stickiness” and minimizing risk of customer churn
- Planning for and/or attending customer conferences and key events as required to expand industry knowledge and represent CLEARVIEW to active and potential customer brands
Acting as the Voice of the Customer
- Collaborating with Support and other internal teams as needed to resolve customer issues
- Mediating between customers and the organization when conflicts arise; advocating internally for the customer as appropriate
- Providing insights on client-to-business interactions to keep CLEARVIEW’s decision-makers informed and focused on the customer impacts of new features, enhancements, etc.
Qualifications
You should be:
- Passionate about customer service and providing the best possible customer experience
- Professional in all interactions with internal and external customers at all levels of the organization
- An enthusiastic self-starter who proactively approaches tasks and assignments with a focus on problem-solving and analysis
- Comfortable working autonomously or as part of a team
- An excellent communicator (written and oral), able to listen and interpret a customer’s needs and communicate clearly and effectively
And have:
- A creative outlook, able to look at things from a new/different perspective
- Strong attention to detail
- Experience working with and analyzing datasets to identify trends
- Good time management skills, with varying project timelines and deliverables
- Outstanding interpersonal skills, with emphasis on customer focus, teamwork, and relationship-building
- Demonstrated ability to write business cases and professional documentation
- Good general computer and internet skills, preferably with experience using Customer Success software (Totango, Salesforce, or other similar)
Preferred:
- A background in food service, retail, or other service-oriented industries
- Bilingual (English/French)
Other requirements:
- Flexibility of working hours will be required based on business and departmental needs, may occasionally include holidays, evenings and weekends
- Some travel will be required – up to approximately 20% at times
- Minimal physical demands, with most time spent sitting/standing in an office environment; manual dexterity required for computer usage
- Significant visual and mental concentration
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