Customer Success Manager

SUMMARY: The Customer Success Manager is responsible for managing and developing strong relationships within high-value, Enterprise-level accounts. CSM is responsible for day-to-day customer satisfaction, order management, problem resolution. This role also identifies and communicates revenue opportunities to assigned KAM/RAM. 

JOB DUTIES & RESPONSIBILITIES:

Please note the listed duties and responsibilities do not cover or contain an inclusive listing of activities, duties or responsibilities for this job. Duties, responsibilities and activities may change at any time with or without notice. 

• Works alongside KAM (Key Account Manager) or RAM (Regional Account Manager) on overall account strategy and execution.
• Uses proactive communication, and orchestrates internal resources as needed. 
• Measures customer health, satisfaction, risk and revenue growth monthly. Understands performance metrics and their impact to customer satisfaction and revenue performance.
• Participates in QBRs and regular account reviews between KAM/RAM and assigned accounts.
• Coordinates on-boarding and training as customer needs dictate with Sales input
• Identifies cross sell/upsell opportunities and implements these using Sales, Product Dev and Marketing departments. 
• Coordinates communication and action plans with KAM/RAM on new releases including product, pricing, shipping.
• Identifies and resolves order/experience trends as well as priority jobs and trouble tickets.
• Work with Customer, CE and QA to resolve priority tickets. Communicates clearly and effectively with customer and internal teams until resolved.
• Communicates with KAM/RAM, CE and Sales leadership so as to mitigate negative impact to 4over revenue.
• Establishes and maintains effective working relationships within assigned accounts
• Coordinate resources and meetings within Technology and Sales for successful API and PrinterBridge integrations within assigned accounts.

QUALIFICATIONS & SKILLS:

• Prior print industry experience
• Demonstrated ability to handle challenging customers in a professional manner 
• Must be able to build, develop and grow strong relationships with customers
• Must be organized and disciplined with excellent prioritization, multi-tasking and time management skills
• Excellent interpersonal, negotiation and conflict resolution skills

High school diploma or equivalent, college degree preferred

DESIRED CHARACTERISTICS: 

• Strong communication skills, both verbal and written 
• Self-motivated and able to work independently and manage multiple tasks concurrently, including complex projects
• Ability to work with many different personality types

PHYSICAL DEMANDS:

The physical demands described are representative of those that must be met by an

employee to successfully perform the essential functions of this job.

• Employee is regularly required to sit, walk and stand; talk or hear
• Use hands repetitively to finger, handle, feel or operate standard office equipment
• Reach with hands and arms
• Work under typical office conditions 
• Ability to sit at a computer terminal for an extended period of time