Customer Success Manager

Client Success Manager

The Client Success Manager (CSM) is pivotal in delivering an exceptional post-sale experience, handling communication bottlenecks, addressing customer concerns, and fostering long-term client satisfaction. In support of Cirrus future initiatives, the CSM also plays a critical role in securing customer testimonials, generating referrals into net-new business, and identifying opportunities for upselling or expanding projects with current customers, all while maintaining clear communication and coordination with project managers, support, vendors and customers. The CSM does not replace the project manager or support technician and their role to communicate to the client. The CSM is responsible for ensuring that relevant parts of the organization deliver on our commitments to the client. The CSM may lead communication during an escalation, but it is up to the primary party responsible to lead the resolution efforts.

Role Responsibilities:

• Customer Communication: Drive communications for customers post-sale, ensuring they are informed about project timelines, installation progress, and next steps. Ensure follow-up and action by the project management team.
• Issue Resolution: Address and resolve customer concerns promptly, working with internal teams and contractors to avoid delays and miscommunication.
• Client Satisfaction: Proactively monitor customer sentiment and take steps to exceed expectations, ensuring a positive overall experience.
• Reviews and Testimonials: Secure 5-star reviews and written or video testimonials upon project completion.
• Referrals and Upsells: Cultivate strong relationships to identify opportunities for upselling additional services or securing client referrals.

Cirrus Core Values: What We Look For In A Teammate:

• Bring Passion: We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.
• Quality: Quality isn't a catch-all phrase. It is an action plan that requires hard work and focus to achieve. Step by step, we strive to build quality into everyday processes and products to achieve our collective success.
• Winning Takes a Team: Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.
• Remove Friction: Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier. Be bold! Don't settle for "That's just the way it is."
• Respect: An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.
• Innovate Every Day: Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.