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The Customer Success Manager (CSM) position at WorkTango is an essential role that focuses on fostering and maintaining long-term strategic relationships with customers. The CSM is not just a provider of service but a trusted advisor who aligns customer success with the company's offerings. This role encompasses ensuring customer satisfaction and loyalty while promoting a comprehensive relationship throughout the customer journey.
In this role, the Customer Success Manager will undertake various responsibilities:
Manage Long-term Relationships: Building and nurturing strategic relationships is paramount. The CSM is responsible for ensuring that customers are satisfied with WorkTango's offerings and that they remain loyal, ultimately leading to recurring revenue and successful contract renewals.
Engage with Multiple Levels: The Customer Success Manager will initiate and develop relationships not only at the operational level but with decision-makers at the C-suite, vice president, and director levels. Effective communication across these various levels is critical for understanding and fulfilling customers' needs.
Leverage Company Resources: The CSM should utilize the company's resources to create and deliver value-based solutions that meet both the immediate and future requirements of customers, thereby setting expectations accordingly.
Tracking Key Metrics: The role requires tracking and measuring significant performance indicators in relation to the customer’s evolving goals. A proactive stance is essential, advocating improvements when discrepancies arise in desired metrics.
Customer Advocacy: Advocating for customers forms a substantial part of the CSM role. This involves funneling feedback, ideas, pain points, and feature requests back to the internal teams and ensuring that the customers' interests are prioritized.
Demonstrate ROI: Engaging with customer business and HR leaders to illustrate the return on investment (ROI) of WorkTango's platform is crucial. This includes showcasing how the platform contributes to their business goals and aligns with customer needs.
Resource Allocation: Understanding each customer's unique needs and assigning appropriate resources for optimal issue resolution is essential. The CSM must continuously monitor to ensure effective follow-through on all customer concerns.
Support for At-risk Customers: Providing escalation support for at-risk customers is necessary to ensure they feel supported and that their needs are met, helping to restore their confidence in the service.
To be successful in this role, candidates must possess:
The job posting does not provide explicit salary details, leaving it open for negotiation based on experience and connections made within the industry.
The Customer Success Manager role supports customers at various touchpoints and is integral to their ongoing relationship with WorkTango. The CSM is in a position to influence customer satisfaction, loyalty, and retention, which are pivotal for the company's sustained growth and success.
Individuals considering applying for the Customer Success Manager position at WorkTango should prepare to leverage their expertise in customer success and SaaS environments. They should also be ready to engage at multiple levels within corporate structures and advocate effectively for customer needs. Strong analytical capability, a proactive attitude, and exceptional communication skills will be hallmarks of a successful candidate in this dynamic remote position.
This job offer was originally published on jooble.com
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
