Job Brief
We’re looking for a Customer Success Manager (CSM) with a proven track record of managing long-term, strategic relationships with strong interpersonal and analytical skills. You’ll have opportunities to implement, build, and nurture relationships with our customers. The CS team works closely with our largest and most strategic customers to understand their needs and drive engagement and value-added outcomes. An ideal candidate will demonstrate the ability to blend proactive engagement with a high level of financial acumen and business discipline to deliver a world-class service experience. Our CS team is trusted advisors, problem solvers, and vocal advocates for Ramani customers both internally and externally.
You will
Develop and manage relationships with customers in assigned portfolio
Conduct monthly and quarterly business reviews
Collaborate with sales, credit operations, and other teams to develop success plans for customers
Own and manage contract renewal and renegotiation
Conduct customer training as it relates to product, process, and best practices
Manage all activities related to revenue growth, product adoption, customer satisfaction and overall success/satisfaction metrics
Optimize the customer journey by implementing process and structure in customer success operations
Implement customer retention and advocacy strategies
Identify opportunities to drive new business growth through greater advocacy and case study development
Identify and manage revenue drivers to ensure revenue goals are met
Prepare and present executive summaries on portfolio performance
Identify opportunities for continuous improvement
Stay in tune with best practices in the B2B payments industry
Qualifications
Essential requirements
Minimum 5 years in managing customers in fast-paced growth environments
Proven track record of successfully managing customer relationships
Proven experience engaging with customers’ top-level executives
Ideally, combined background of post-sale and sales experience
Proven track record of driving portfolio growth
Desirable requirements
Proven ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers and passion for revenue and growth
Proven ability to align cross-functionally to achieve customer goals and objectives
Proven ability to affect revenue growth and hit financial targets
Analytical and process-oriented mindset
Excellent communication and presentation skills
Impeccable work ethic
Apply via :
ramani.freshteam.com
