Customer Success Manager

Customer Success Manager

The Customer Success Manager is responsible for maintaining, strengthening, and growing the customer relationship with AssetWorks. A CSM will engage customers regularly to confirm health, uncover issues, and surface opportunities. Those opportunities will be the CSM's responsibility to shepherd to completion. They will respond to inbound requests and ensure they are diligently resolved. The CSM may not directly resolve every issue, but must ensure that the proper resource reacts promptly. As part of the onboarding process, they will spend time with our customer care teams to jump-start their knowledge of our products and customer base.

Duties/Responsibilities:

• Establish, maintain, & grow customer relationships.
• Onboarding new AssetWorks customers to get them off on the right foot is a particular focus.
• Impeccable customer service skills
• Strong written and verbal communication. Effectively advocate for the customer within AssetWorks and be the voice of AssetWorks for the customer.
• Understand customer needs to identify and advance opportunities.
• Prioritize assigned tasks based on severity and ability to adjust based on changing priorities.
• Deliver high-level relationship management both externally and internally
• Knowledge of best practices in customer service and retention
• Work to extend customer success policies and practices
• Assist with a smooth renewal of client agreements

Required Skills/Abilities:

• Strong communicator with the ability to shift between being a customer advocate and being the voice of AssetWorks
• Demonstrated strong analytical, interpersonal, and decision-making skills
• A high level of integrity, accountability, and personal organization
• Proficiency with applicable software applications
• Strong aptitude for technical software products
• Excellent verbal and written communication and the ability to interact professionally with diverse groups, sales teams, executives, managers, and subject matter experts
• Ability to multi-task, prioritize, and manage time effectively
• Able to operate in a high-growth and high-pressure environment
• Be adaptive to a fast-paced environment that values feedback at all levels.

Education and Experience:

• Bachelor's degree or a combination of relevant experience, education, and training that equates to the required degree
• 2-4 Years of Customer Success Experience in enterprise software. Experience with facilities management operations preferred.