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|Job Category :
||Customer Success Manager
|Job Description :
||Datasite is the industry leader in technology solutions that enable mergers, acquisitions, initial public offerings, restructuring and other critical capital transactions in more than 170 countries. We provide the world’s leading investment banks, private equity firms, law firms and corporations with tools to simplify, streamline and accelerate the due diligence process, helping them close more deals, faster. We are a global team of high-energy, passionate people. We have strong individual voices but we work as a team, bringing out the best in each other. We thrive under pressure and always keep the customer at the heart of everything we do.
The Customer Success Manager owns the operational, commercial and strategic responsibility for a portfolio of high value customer accounts. This position is responsible for increasing the value of each account by driving a consistent increase in product feature adoption, product usage and product expansion.
The Customer Success Manager is responsible for ensuring complete customer satisfaction by ensuring they have immediate access and resolution to questions and concerns during their interactions.
This position works directly with the designated account and internal departments to create, develop, implement, manage, and evaluate customer-centric processes to achieve Datasite’s and its customers strategic goals and objectives.
This position is remote based within the US.
Build and maintain effective long-term relationships and a high level of satisfaction with key executive-level decision makers and influencers at multiple assigned customer accounts
Lead the strategic direction/planning for new accounts
Evaluate and influence recommendations for assigned key account’s business processes and provide recommendations for solutions and enhancements that generate efficiency, revenue, and scalability in projects.
Drive adoption of expansion opportunities within assigned accounts and their community through communications and other activities as needed, collaborating with sales, support services and product groups.
Prepare and deliver performance related presentations and presentations geared towards increasing value of the account
Monitor performance against forecast and ensure forecast targets are met
Broaden network of contacts within key global accounts by function and level of seniority
Form productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs
Act as liaison for internal and external communications with assigned accounts; manage ongoing conference calls and ensure a positive relationship with assigned accounts
Provide regular status reports and manage task lists on assigned accounts progress for all internal functions
Ensure that contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally
Manage required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering to customer satisfaction requirements
Work closely with the customer to plan and implement strategies utilizing internal and external resources
Implements governance models for accounts and ensures account is operationally green
Manage projects using defined project management tools and communication vehicles
Analyze numbers and metrics for customer and internal management detailing findings and recommendations to improve activity
Evaluate program and activity results to adjust strategies to meet changing market and competitive conditions and improve client outcomes
Deliver detailed account planning and opportunities review
Initiate and manage customer escalations and incidents
Partner with support services to drive to closure of cases
Responsible for customer communications on progress, resolution and root cause for incidents
Bachelor’s degree in business or related field and /or equivalent combined education and experience
2-4 years of experience directly managing customer facing strategic accounts
Strong solution-based selling skills
Execution-oriented, self-starter and self-navigator who can prioritize high-value projects versus tasks in a fast-paced environment and balance demands of multiple projects
Demonstrated project management skills
Strong organizational skills, entrepreneurial outlook, proactive business style and excellent communication, presentation, and interpersonal skills
Proven experience conducting accurate revenue forecasting, account reviews, strategic account plans, and general performance data as required
Demonstrated performance in achieving customer satisfaction requirements
Extensive experience working with senior executive level staff
Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)
Salesforce experience preferred
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