Customer Success Manager

3 weeks ago

Toronto, Ontario, Canada Burroughs, Inc Full time

Job Summary

The Customer Success Manager at Burroughs, Inc. plays a critical role in ensuring customers realize value from their maintenance and support services. This position involves working with existing customers to optimize product utilization, secure payments, and grow revenue.

Key Responsibilities

  • Work with Transition Manager to ensure seamless handoff of customers from Sales to Customer Success.
  • Execute the 'Welcome' process to onboard customers effectively.
  • Build relationships with influencers and decision-makers within assigned customers.
  • Serve as second-level escalation contact to resolve customer questions and issues.
  • Assist the broader account team to provide seamless customer interactions.
  • Communicate company messages and value propositions verbally and in writing.
  • Review and manage contractual terms, including Services SLA and margin goals.
  • Prepare content for and present at monthly or quarterly business reviews with customers.

Renewal Phase

  • Work proactively with customers to prepare for successful renewal of support contracts and subscriptions.
  • Validate customer asset lists and prepare renewal quotes.
  • Manage negotiations with customers on pricing and price increases.
  • Learn and use systems to improve adoption, track progress, and forecast results.
  • Prepare order packets for processing and invoicing.
  • Track contract non-renewal and prepare forecasts of renewal bookings.

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