Customer Success Manager Job at Instant InfoSystems, Redondo Beach, CA

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  • Instant InfoSystems
  • Redondo Beach, CA

Job Description

Customer Success Manager  

We’re seeking a dynamic customer success manager to join our team at Instant InfoSystems. 

 

As a CSM, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring our customers get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. 

 

If you are a results-driven and customer-centric professional looking to make a meaningful impact, we encourage you to apply for the role and become part of a customer-focused, dynamic team. Along with a competitive salary, we offer a collaborative work environment and comprehensive benefits, including performance bonuses and professional development opportunities. 

Objectives of the role  

  • Managing and growing relationships with key customers, acting as their primary point of contact. 
  • Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs. 
  • Ensuring high customer retention and satisfaction levels by delivering exceptional service and support. 
  • Gathering customer feedback and communicating product and process improvement suggestions to the development team. 
  • Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services. 
  • Developing and executing customer success strategies that drive product adoption and maximize customer value. 
  • Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership. 
  • Advocating for the customer within the organization to ensure their needs are prioritized. 

Your tasks  

  • Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation. 
  • Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals. 
  • Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services. 
  • Oversee the customer lifecycle management and identify areas for optimization. 
  • Conduct customer onboarding sessions to ensure successful product adoption. 
  • Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions. 
  • Assist in the development of customer success playbooks and resources. 
  • Serve as the liaison between customers and internal teams, such as product development, sales, and support. 
  • Manage customer escalations and ensure issues are resolved quickly and effectively. 

Required skills and qualifications  

  • Bachelor’s degree in Business, Marketing, Communications, or a related field. 
  • 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles. 
  • Experience in managing customer success programs, customer retention, and upselling strategies. 
  • Ability to analyze customer data and usage trends to identify areas of improvement. 
  • Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally. 
  • Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach. 
  • Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously. 
  • Familiarity with CRM tools, customer success platforms, and analytics software. 
  • Solid negotiation skills to handle complex customer accounts. 

Preferred skills and qualifications  

  • Experience in SaaS, technology, or B2B industries. 
  • Knowledge of customer success best practices and frameworks. 
  • Experience with Dynamics CRM preferred. 
  • Experience with data analytics and reporting. 
  • Experience in managing large enterprise-level accounts. 
  • Proficiency in handling customer escalations and resolving conflicts. 

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