Customer Success Manager

6 months ago

Toronto, Canada Burroughs, Inc. Full time

**Description**

Customer Success Manager

**Job Summary**:

- The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are members of the Customer Success team. This position is a remote opportunity in the greater Toronto area.
- CSMs work proactively with customers to ensure optimal utilization of products and services. They act as the primary post-sales point of contact for customers and coordinate with cross functional teams to ensure the success of each customer.
- CSMs are responsible for the commercial relationship, which means they secure payments from customers to renew their support contracts and/or subscriptions. Customers are typically medium to large in size, moderate renewal complexity, and have a high propensity to grow. The renewal is evidence that the customer has committed to continue their relationship with the company.
- The CSM primarily interacts with customers and/or partners via the telephone. On occasion, they may also visit customers face-to-face. They are responsible for not only retaining recurring revenue, but also growing revenue by expanding customer spend.

**Essential Functions/Key Responsibilities**:
Land Phase:

- Work with Transition Manager to ensure successful handoff of customer from the Sales team to the Customer Success team.
- Execute ‘Welcome” process.

Adopt Phase:

- Ensure customer is onboarded effectively and efficiently in order to optimize customer time to value and Burrough’s time to revenue.
- Build relationships with the influencers and decision makers within assigned customers.
- Maintain good industry and business knowledge. Maintain an excellent level of product knowledge as is relevant for assigned customers/partners.
- Serve as second level escalation contact between customers/partners and appropriate company departments to resolve escalated questions and issues and to maximize customer satisfaction.
- Assist broader account team to provide seamless customer interactions.
- Effectively communicate company messages, value propositions, etc. verbally and in writing.
- Review, interpret and manage contractual terms:

- Attains Services SLA & manages governance
- Achieves margin goals
- Advisor for billing questions
- Oversight of in invoice disputes
- Prepare content for and present at monthly or quarterly business reviews with customers.

Renew Phase:

- Work proactively with assigned customers and/or partners to prepare for the successful renewal of support contracts and/or subscriptions.
- Validate customer asset lists and prepare renewal quotes for maintenance and support contracts and/or subscriptions consistent with expected timelines and policies.
- Contact and follow-up with customers and partners to ensure timely renewal of support contracts and/or subscriptions. Communicate value throughout the renewal process.
- Manage negotiations with customers on pricing and price increases.
- Learn and use the systems required to improve adoption, complete the renewal, track progress, forecast and report results.
- Prepare order packet for processing and invoicing.
- Track contract non-renewal including reasons for cancellation.
- Prepare forecasts of renewal bookings. Participate in forecast reviews.
- Responsible for achieving or exceeding renewal quota.

Expand Phase:

- Generate leads for additional products and services, including premium support offerings.
- Proactively introduce services to customers to add more value to customers and expand customer spend.

**Knowledge, Skills and Abilities**:

- Excellent time management skills and the ability to prioritize tasks to ensure effective and timely follow-up.
- Must be motivated, goal oriented with the proven ability to work with mínimal direction and maintain a high level of collaboration across geographically diverse teams.
- Ability to organize, prioritize, complete activities and meet deadlines.
- Excellent oral and written communication skills.
- Possess a high degree of honesty, integrity and ability to maintain confidentiality.
- Professional image and interpersonal skills.
- Good decision making ability and insightfulness.
- Knowledge of the technology industry and typical product deployment.

Core Capabilities:

- Driven to action
- Ability to engage executives (internal and external),
- Rapport building and conflict management skills,
- Capacity for creative and innovative thinking and analysis,
- Sales and solutions focused,
- Proactive and responsive.

**Physical Requirements and Working Conditions**:

- This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone.
- This job operates in a professional office environment

**Education and Experience**:

- Bachelors Degree or Equivalent Work

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