Customer Success Account Manager

4 days ago

Toronto, Canada Litmus Automation Full time

**Who is Litmus**

Litmus is a growth-stage software company that is transforming the way companies harness the power of machine data to improve operations. Our software is enabling the next wave of digital transformation for the biggest and most innovative companies in the World - making Industrial IoT, Industry 4.0 and Edge Computing a reality. We just completed our Series B financing round, and we are looking to expand our team.

**Why join the Litmus team**

**_ You want to be a part of something great_**

We pride ourselves on building the most talented and experienced team in the industry who knows how to win. We work hard and the results speak for themselves. We're trusted by industry leaders like Google, Dell, Intel, Mitsubishi, Hewlett-Packard Enterprise and others as we partner to help Fortune 500 companies digitally transform.

**_ You want to define and shape the future_**

**_ You want to build and shape your career_**

Join a growth-stage Silicon Valley company to build and define your career path in an environment that allows you to progress rapidly. Bring your unique experience, talent and expertise and add to it by collaborating with and learning from the brightest people in the industry.

**About the Role - Customer Success Account Manager**

The Customer Success Account Manager is a key role within Litmus' Client facing teams and is responsible for developing strategic client relationships that promote high retention and loyalty. Responsible for ROI-focused onboarding, effective product adoption, great client engagement and value realization, the Customer Success - Account Manager works every day as our client's advocate. They work with clients to maximize the use of Litmus Software solutions by offering a consultative approach and being their trusted advisor in all interactions.

**Role's Responsibilities**:

- Develop and maintain service delivery plans and strategic account plans to identify and pursue expansion, project services, qualifying up-sell and cross-sell opportunities for Customer Success accounts.
- Act as the first escalation point of contact for customers regarding concerns and issues within the Customer Success Account Management Division
- Develop strong ongoing relationships with key client stakeholders and representatives
- Identify customer expectations and facilitate change management to drive product adoption and renewals.
- Represent the interests and desires of the customers throughout the company and escalate issues to senior management as needed.
- Drive customer advocacy in the form of references, referrals, and case studies.
- Own data and analytics for all things related to the customer including segmentation, renewal forecasting, account health, adoption, NPS (CSAT) and other customer surveys.
- Adhere to and continually improve the process for customer onboarding, renewal playbooks, proactive customer touchpoints and cross-functional coordination.
- Evaluate, improve, implement, and maintain the systems and technology that the Customer Success team uses for Account Management
- Ensure smooth presales to Customer Success Account Management by facilitating "handoff" process from presales with a focus on continuous customer satisfaction.
- Drive customer relationships with existing Customer Success accounts to drive expansion and up-sell opportunities and ensure adoption of Litmus Products
- Interface with the nominated Sales Account Executive as needed to expand the customer footprint to other sites
- Oversee resources assigned to specific Customer Success accounts and maintain Litmus workload estimates to ensure adequate resource allocation for customer accounts

**Role's Desired Qualifications**
- Minimum 5 to 10 years experience managing customers in an ongoing engagement
- Excellent communication skills
- Ability to decipher customer requirements and translate into revenue strategies for Litmus
- Strong negotiation skills
- Strong value based selling skills
- Strong organizational skills
- Experience performing in a customer facing / interactive role
- Self-starter and able to work independently as well as in a team environment
- Enjoys solving problems
- Enjoys staying abreast of new technology and continually learning new things
- Able to adapt to change in a fast-paced environment.
- Background in manufacturing software is an asset

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