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Customer Success Manager
2 months ago
At SurTech, we are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for managing a portfolio of accounts and ensuring an exceptional customer experience with our Diligent Boards product.
The ideal candidate will have 1-3 years of experience in customer success or account management, preferably in a SaaS environment. They will possess excellent communication skills, a strong work ethic, and attention to detail. The candidate will also have experience with sales CRM applications such as Salesforce and solid experience as a Company Secretary or working with Board Management Solutions.
The Customer Success Manager will engage with customers to understand their needs, challenges, and goals related to Diligent Boards. They will facilitate smooth onboarding processes, provide training sessions, and build strong relationships with key stakeholders within customer organizations.
The successful candidate will be adaptable and flexible, able to navigate changing customer requirements and organizational dynamics. They will also be enthusiastic about technology and possess a solution-oriented approach focused on identifying strategies to ensure customer success.
Key responsibilities include:
- Customer Engagement: Proactively engage with customers to understand their needs, challenges, and goals related to Diligent Boards.
- Training and Onboarding: Facilitate smooth onboarding processes for new customers, including training sessions to ensure they can effectively use Diligent Boards.
- Relationship Building: Build and maintain strong relationships with key stakeholders within customer organizations.
- Issue Resolution/Support: Act as a first point of contact for customers to address any concerns, questions, or technical issues they encounter while using Diligent Boards.
- Product Adoption: Encourage and support customers in maximizing their usage of Diligent Boards features and functionalities.
- Customer Advocacy: Serve as an advocate for customers within SurTech, representing their interests and feedback to relevant internal teams.
- Rewards and Expansion: Work closely with the sales and expansion teams to ensure customer renewals and identify opportunities for upselling or cross-selling additional Diligent products and services.
For more information, please contact Tamsin Jatho at SurTech.", "requirements": "
- 1-3 years of experience in customer success or account management (preferably in a SaaS environment).
- Experience with sales CRM applications such as Salesforce.
- Solid experience as a Company Secretary or working with Board Management Solutions.
- Experience in the Corporate Governance field.
- Work Ethic and Attention to Detail: Possesses a strong work ethic, commits to excellence, and demonstrates meticulous attention to detail.
- Communication Skills: Excellent communication abilities and adept relationship management skills.
- Enthusiastic about technology: Possessing a solution-oriented approach focused on identifying strategies to ensure customer success.
- Customer-Centric Approach: The candidate exhibits a desire to exceed customer expectations by delivering exceptional service and value.
- Adaptability: The candidate must be adaptable and flexible to navigate changing customer requirements, organizational dynamics, and evolving product features and functionalities.
