Senior Customer Success Manager

Senior Customer Success Manager

  Not Disclosed

  Rolling Meadows, IL

  Permanent

  Not Disclosed

  Not Disclosed

  Consulting

Job Description

The client is seeking a Senior Customer Success Manager (CSM) having experience working with multiple clients, internal stakeholders and deploying SaaS products independently and managing other CSMs.
The incumbent will be working in a fast-paced environment and will be responsible balancing organization objectives, mitigation of risks and customer satisfaction.
The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with.
Onboard new clients by facilitating initial discussions/presentations, completion of SOWs statement of work and other onboarding formalities

Function as the lead project manager during product implementation and ongoing technical and help desk support
Attend initial and monthly client meetings, and ensure timing and objectives are met for all client milestones
Communicate to client the updated project plan before every meeting during implementation phase and get approval for delays/changes
Identify and remediate project risks for successful completion of each client deliverables
Facilitate interaction between our company, our clients, and product development/testing teams weekly
Conduct product training for client stakeholders and other users as and when required
Prepare, submit and discuss various reports, and other datasheets with clients related to our solutions and services
Evaluate and analyze client change requests and bug notifications during the contract lifecycles for prompt response and resolution
Attend client meetings, and online events
Act as a client advocate and build trust and transparency with each client and promote loyalty
Develop and maintain healthy client relationship during initial selection, renewal or closure
Perform other related duties as assigned

Qualifications

Bachelor's degree or equivalent experience
Experience in Client Success Management for SaaS products
Strong written and verbal communication skills
Attention to detail and analytical skills
Demonstrated ability to increase customer satisfaction metrics (NPRs) and repeat revenue

Note :

Looking for local candidates with full-time or 50% work (3 days a week) from office requirement
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status