Customer Success Manager

Role Name: Customer Success Manager

We are looking for talented and driven individuals to join the high-impact customer success team. As a Customer Success Manager, you are the first point of contact for our customers to learn about, implement, and then benefit from our AI powered Resolution Intelligence products. The role involves closely working with customers’ service leadership teams, internal engineering teams, infrastructure teams, sales teams, and collaboration with the rest of customer success team.

This role needs you to switch hats based on the need of the hour:

· Learn / understand / explain the functioning of AI / NLP technologies while working with customers
· Help customers realize RoI from their CRM technologies integration
· Wear sales hat in contract renewals and upsell/cross-sell cycles
· Be an advocate of translating customer’s needs to the engineering team

Responsibilities:

· You are the first point of contact for our global customer base
You will lead:
· The customer on-boarding process with optimized solution
· Integration of their CRM systems with company products
· Data integration steps with engineering teams
· Collaboration with customer PM for change management activities
· Development of training content
· Definition of RoI metrics and other KPIs related to usage, user adoption, and accuracy.
· Find solutions for customer service challenges with/without using AI / NLP technologies and provide ideas / enhancements to the company core product team
· Develop long-term relationships with customer leadership, key stakeholders to ensure contracts are renewed and able to upsell / cross-sell of company products in collaboration with sales teams
· Learn the new AI / NLP products / features as they are released and showcase demos to customers
· Develop templates / models and train new customer success team members as needed

Qualifications:

· Proven CSM experience with SaaS product companies, preferably in AI space.
· 5 to 8 years’ experience in handling mid to large enterprise level integrated programs, collaboration with multiple teams etc.
· Data-driven to track metrics, build credibility with internal and customers leadership teams.
· Experience managing / tracking deadlines with highly energetic globally distributed teams.
· College degree in Technology / Business Management
· Experience with end-to-end CRM implementations using SFDC, ServiceNow, MS Dynamics, Oracle CX etc. is nice to have

DeWinter Group and Maris Consulting  is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  We post pay scales which are based on our client pay ranges. DeWinter, Maris, and our clients have the right to modify the requirements of the role which can impact the pay ranges posted.