Sales Customer Success Manager

Job Description

As a Sales Customer Success Manager, you will play a pivotal role in driving customer satisfaction and retention by managing relationships with key accounts, ensuring customers achieve their desired outcomes through our products/services. You will work closely with the sales, product, and support teams to deliver exceptional customer experiences, foster long-term relationships, and identify opportunities for account growth and upsell.

This role requires travel up to 60% of the time. This travel will include visits to client sites, participation in industry events and conferences, and in-person meetings to ensure strong customer relationships and effective account management.

Key Responsibilities:

  • Develop and maintain strong relationships with customers, ensuring their success and satisfaction with our products and services.
  • Identify opportunities for account growth and up-selling, working closely with the sales team to increase customer engagement and product adoption.
  • Collect and analyze customer feedback to drive continuous improvement in our products and services.
  • Lead customer onboarding processes and provide ongoing training and support to maximize customer satisfaction and product utilization.
  • Proactively identify and resolve customer issues and concerns, ensuring a high level of customer satisfaction.
  • Track and report on key customer success metrics, using data to inform strategies and decision-making
  • Work closely with cross-functional teams, including sales, marketing, product development, and support, to ensure a cohesive customer experience
  • Working closely with Sales and Product Team, you’ll provide input into strategic customer plans to help identify areas where existing customers could improve their use of our offerings
  • Ensure timely and successful delivery of our solutions according to customer needs and objectives
  • Consistently meet and exceed daily and weekly call goals for providing touchpoints for existing customers.
  • Coordinate with sales leadership to provide insights on customer health with a focus on adoption, expansion opportunities and renewals
  • Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
  • Conduct quarterly business reviews with enterprise clients to ensure engagement and value delivery.
  • Serve as the primary point of contact for customer inquiries, support requests, and escalations.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Assist in developing proposals, presentations, and contract negotiations for new and existing customers.
  • Work with marketing team to develop customer success stories, case studies, and other collateral.
  • Develop and execute the customer success strategy for your assigned accounts to drive revenue retention
  • Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
  • Partner with the internal account team (e.g. sales, product, support, and marketing) to design and execute optimal account plans for each customer
  • Build, maintain and leverage strong relationships with clients and Business Decision Makers within each customer to influence adoption

Qualifications

  • Proven experience in a customer success, account management, or similar role.
  • Experience in on-boarding, set up, training/product demos, resolution and escalation of issues, client retention.
  • Exceptional interpersonal and relationship-building skills.
  • Experience in managing customer expectations and expanding customer accounts.
  • Experience working with cross-functional teams and projects especially sales, product teams etc
  • Excellent communication and presentation skills with ability to flex style depending on audience (C-Level / Leadership / Team)
  • Open to travel as per business requirement. [Conferences, Seminars, Client visit, etc.]
  • Strong interpersonal skills with the ability to build rapport and communicate effectively with diverse stakeholders.
  • Successful track record working with large, multinational enterprise accounts
  • Ability to manage multiple accounts concurrently while prioritizing effectively.

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    Why Pragma Edge

    At Pragma we are committed to delivering innovative solutions that drive business success. As a Sales Customer Success Manager, ensure customer satisfaction, identify growth opportunities, analyze feedback, drive successful delivery, and collaborate for strategic planning and revenue retention.

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