Job Title: Customer Success Manager FLSA Status: Exempt
Department: Customer Success Reports to: Vice President Customer Experience
Transflo is an equal opportunity employer, committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality gender, gender identity or expression, sexual orientation, religion, disability or age. Transflo is committed to building a culture where all employees can bring their best to work, where all employees feel valued, respected, and have a sense of belonging; Transflo embraces diversity and encourages all qualified candidates to apply.
Job Summary
The Customer Success Manager (CSM) is responsible for customer retention and loyalty and upsell to the Transflo product and services suite. The CSM interacts closely with: sales, operations and support teams ensuring customer satisfaction by providing flawless implementation and customer specific product and services training. The CSM is responsible in creating and maximizing product and services add-on opportunities.
Job Responsibilities
Creating and optimizing the customer experience while aligning with the sales team to ensure that agreed upon services are implemented
Collect feedback from customers on areas of difficulty and strives to course correct implementation of the Transflo solutions on the spot, including solutions that veer from standard processes
Work with all territory and internal team members/departments to maintain a retention metric
Be accountable for maintaining acceptable churn in the territory
Upsell of additional products and services both directly and via the territory sales team. The goal is to cause a customer efficiency reliance on Transflo’s streamline management that drives incremental revenue
Become fluent is all Transflo products and services with the ability to provide customer support and/or training as requested
Ability to analyze customer business needs and objectives and align with the Transflo offerings
Maintain routine check-ins and business reviews with customers
Working closely with cross-functional teams such as Engineering, Product, Sales, and Marketing. Convey the voice of the customer internally to inform other functions on how best we can support and add value to our customers
Clear communicator with professional presence
Other duties as assigned by VP of Customer Experience
Adhere to all department and company processes, policies and procedures
Adopt and support company mission, vision, values and strategy
Job Requirements
5+ years of experience in a customer success role
Experience obtaining a deep understanding of customer business challenges - identify and propose solutions which will address their needs
Ability to interact with internal/external teams at various levels
Experience in client-facing roles
Proven record of putting the customer first, establishing trust, and delivering on promises
A demonstrated track record of maintaining customer retention rates, high levels of customer satisfaction, and for creating customer experiences
Work with clients through every stage of their journey (onboarding, adoption, maturity), with the goal of growing their lifetime value and product adoption.
Ability to think quickly on your feet and answer unexpected questions with ease
Strong listening skills; open to input from other team members and departments
Experience in Salesforce and Customer Relationship Management (CRM)
#J-18808-Ljbffr
