Customer Success Manager

Job Summary:

We believe that understanding and valuing our customers is the key to our success. We are currently seeking a customer-centric, energetic, and highly motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management teams to ensure our services are delivered successfully.

Job Description:

Job Description

Responsible for the overall success of assigned equivant Court customers and advising customers of the best methods to take full advantage of our products and services.

Perform initial on-boarding of accounts with Court customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime

Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand our products use throughout the established customer base.

Design, strengthen and execute a reoccurring data collection and modeling process responsible for assessing overall customer satisfaction and the possibility of customer churn.

Develop and continually reassess a comprehensive set of measurable criteria to be used as a customer “health score” which gauges overall customer satisfaction, loyalty, and risk of attrition.  

Develop plans to address “at risk” customers identified by the established early warning system. Monitor customer usage data and feedback to identify trends, potential issues and opportunities for improvement

Coordinate and attend meetings between equivant staff and customers.

Keep detailed records of customer interactions, issues, and resolutions to maintain a comprehensive understanding of each customer's journey

Advise customers of the best methods to take full advantage of equivant court products and services.

Lead internal customer success action plan meetings to provide updates and address challenges impeding our customers’ success.

Qualifications

Energetic, driven, enthusiastic, and resilient with the ability to maintain a positive outlook.

Proactive, independent with the ability to prioritize, multi-task and work unsupervised in a fast- paced environment.

3-4 years direct customer delivery experience​ in advanced training and product implementations.

Ability to build and maintain strong, long-term relationships with customers, fostering trust and loyalty

Ability to clearly and effectively communicate with customers, understand their needs and convey solutions

Extremely strong Microsoft Excel, Word and PowerPoint skills required- technically adept at CRM tools and other relevant software

Ability to travel 30% on average.

Preferences

Very personable and able to build strong relationships with C-level executives, administrators, end users and other stakeholders.

Curious and committed to continuous learning as an investment in self-development and acquisition of relevant skills to support your customers. 

Eager to collaborate with other cross-functional teams to translate business needs and product requirements into new solutions for customers.

Criminal Justice industry knowledge

Worker Type:

Regular

Number of Openings Available:

0