Customer Success Manager

Customer Success Manager

Reports to:                       Vice-President of Operations

Department:                    Managed Services  

Classification:                  Non- Exempt

Location:                           Coldwater, Michigan

Date:                                  March 07, 2016 updated                   

All Infinisource associates contribute to a positive work environment that is solution oriented.  They work within their teams while respecting the individual and treating each person they come in contact with as "the single most important person in that moment".  They go to the person that can affect a change and are committed to honest and ongoing communications.

PURPOSE OF THIS POSITION 

The Customer Success Manager primary function is the customer retention for their assigned accounts. They will develop relationships and pro-actively solve problems with their assigned account, working to reduce turnover and focus on the providing a superior customer experience for each of Infinisource's clients.

PRIMARY RESPONSIBILITIES

• Deliver an incredible experience to all of our customers
• Welcome customers to iSolved and introduce them to onboarding process
• Work with customers to create tailored 90-day plans to ensure customer success and achievement of customers' desired outcome
• Conduct periodic meetings with customers and make recommendations to provide continued success with iSolved
• Maintain minimum 92% revenue retention for assigned customer base
• Develop relationships with C-Level, to daily users of the Infinisource brand of software's with assigned customer base
• Spend portion of day on the phone with assigned customer base
• Identify small issues before they become large issues and defuse the issue
• Train customer to understand the different avenues available to assist in their training needs
•  

REQUIRED EDUCATION AND EXPERIENCE

• BA/BS preferred
• 3-5 years of experience in managing customer relationships
• Strong customer service focus

REQUIRED COMPETENCIES AND SKILLS

• • A passion for customer service
  • Exceptional client interaction and verbal/written communication skills
  • Organized and methodical with excellent follow-through to ensure client expectations and deadlines are met
  • Strong problem-solving
  • Ability to work with Microsoft office (Word,Excel,PowerPoint)
  • Ability to work with CRM (NetSuite, etc.)

    

DISCLAIMER:       

The list under Primary Responsibilities is not exhaustive, but merely the most accurate list for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

Current Openings for Customer Success Manager Jobs at Infinisource