Customer Success Manager

The Customer Success Manager leads and manages the customer experience and onboarding of new software customers. This role will project manage the onboarding journey from post-sale through training and product Go-Live. The Customer Success Manager will be responsible for executing the onboarding plan, coordinating across internal teams and stakeholders, communicating with the customer, and achieving customer satisfaction goals and timelines deliverables. This position will report into the Manager of Customer Onboarding.

**Essential Functions**

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.
- Project manage the end-to-end customer experience and post-sales onboarding process
- Effectively meet customer needs and build lasting customer relationships to drive customer satisfaction and loyalty
- Take courses of action or develop customer solutions that appropriately consider available facts, constraints, competitive circumstances and probable consequences
- Demonstrates strong advisory and negotiation skills by effectively exploring alternatives to reach outcomes that gain the support and acceptance of all parties
- Create detailed and efficient customer project plans that outline specific tasks and tracks to defined metrics and timelines
- Direct, facilitate, and monitor the progress of the customer’s onboarding, addressing issues and removing obstacles
- Efficiently identify and analyze customer issues and provide solutions
- Prepare and provide regular performance and project status reports
- Build strong internal and cross-functional relationships to ensure customers are receiving the highest level of care
- Gather and communicate customer feedback and insights to key stakeholders
- Recommend process improvements to processes that result in more efficient, automated, timesaving, and scalable procedures for future onboarding
- Achieve defined customer satisfaction, operational efficiency and onboarding timeline goals

**A**dditional functions**

In addition to the essential functions listed above, the incumbent may perform the following additional functions.
- Prepares accurate onboarding and implementation activity, progress, and completion reports

**Job Qualifications**
- Bachelor’s Degree in sales, business or marketing, or equivalent experience
- Strong project management experience and capabilities
- Experience supporting customers, de-escalating customer concerns, and driving customer loyalty through issue resolution
- Strong attention to detail and excellent organizational skills
- Prior experience in customer success or onboarding of software products, highly desired
- Self-motivated
- Thrives in a high activity environment
- Ability to thrive in an environment with ambiguity
- Excels at having hard conversations while balancing the needs of the customer with the objectives of Patterson

**Working Conditions**
- Ability to sit or stand while operating office equipment, such as a computer or telephone for 6-8 hours per day
- Ability to talk to customers and business partners via telephone or other technology 4-6 hours per day
- Ability to work in an office environment either onsite or remotely
- Operating a computer or other office device up to 8 hours per day
- Position involves frequent communication with customers, inside staff, etc. and requires ability to understand and effectively exchange accurate information.

**Environmental Factors**

This position can be in a remote home office or in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. Travel and On-call. This position requires mínimal travel (10%) as necessary.

PATTERSON IS AN EQUAL OPPORTUNITY EMPLOYER

As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences are what strengthen us and drive our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.

This job description provides general information about this position. It is not intended to be a comprehensive or exhaustive list of functions, responsibilities, qualifications or other requirements. Management may modify this description from time to time, as business needs or the work environment change. Employees who have questions should seek clarification from their manager.