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Customer Success Manager
2 months ago
Messagepoint is a leading software company that enables large enterprises to deliver exceptional customer experiences and drive business growth through optimized customer communications.
Job SummaryWe are seeking a highly motivated and customer-focused individual to join our Customer Success team as a Customer Success Manager. As a key member of our team, you will be responsible for ensuring the success of our customers on the Messagepoint platform, building strong relationships with key stakeholders, and driving customer growth and expansion.
Responsibilities- Relationship Management: Build and maintain strong relationships with key stakeholders at enterprise-level customers, becoming a trusted advisor and advocate for their success.
- Adoption and Onboarding: Facilitate the successful onboarding of new customers, ensuring a smooth transition from implementation to adoption and utilization of Messagepoint's products and solutions.
- Customer Growth and Expansion: Identify opportunities for customer growth, expansion, and upselling within the existing customer base, collaborating with the Account Management and Sales teams to drive revenue growth.
- Customer Health and Satisfaction: Monitor customer health and satisfaction, proactively identifying and addressing any potential risks or challenges to ensure high levels of customer satisfaction and retention.
- Cross-functional Collaboration: Collaborate closely with internal teams, including Product Management, Support, and Professional Services, to ensure seamless customer experiences and alignment across the organization.
- Practice Building: Assist in expanding Messagepoint's Customer Success practice, focusing on enhancing the customer journey through kick-offs, onboarding, adoption, and retention.
- Bachelor's degree or equivalent experience.
- Proven experience in Customer Success, Account Management, Program Management or a related customer-facing role, preferably within the Customer Communications Management (CCM) industry.
- Strong relationship-building and interpersonal skills, with the ability to establish trust, credibility, and rapport with executive-level stakeholders.
- Excellent communication skills, both written and verbal, with the ability to effectively convey complex concepts to both technical and non-technical audiences.
- Strategic mindset, with the ability to understand customer objectives, align them with product capabilities, and provide valuable insights and recommendations.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable strategies to drive customer success.
- Technically savvy with a strong appetite for continuous learning.
- Experience working with enterprise-level customers and managing complex relationships across multiple stakeholders.
- Familiarity with SaaS-based solutions and a solid understanding of software implementation and customer lifecycle processes.
- Ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.
