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Sr. Customer Success Manager - HYBRID
Grand Rapids, MI 49505 US | Work from home flexibility TELECOMMUTE US
Job Description
Excellent Opportunity with Global Manufacturing Company!
Sr. Customer Success Manager
Reports to VP of Chief Marketing Office - (Hybrid - Tuesdays and Wednesdays Onsite)
IDEAL BACKGROUND: Manager that possesses a unique blend of strategic thinking, creativity, technical proficiency, and operational excellence.
You have a proven track record in strategic roadmap planning + execution, customer success and leadership.
You are excited about making an impact and using your skills as a transformational and inspirational leader to empower a winning team.
We are looking for a dynamic, INSPIRING Customer Success Management talent to lead a team focused on driving product engagement, leading positive customer connection experiences, and driving growth through renewals and relationship expansion.
Responsibilities
- Set the vision and strategic plan for the Customer Success department that will increase product engagement, create customer advocacy, increase retention, and drive growth through expansion (cross-sell and up-sell)
- Define best practices and processes to optimize customer connections, customer satisfaction and customer lifecycle
- Partner with cross-functional teams to achieve customer goals and share meaningful insights to drive continuous improvement
- Develop clear KPIs and reporting processes to optimize retention, identify potential risks, confirm renewals, and identify growth opportunities
- Develop and implement tailored customer communications, reviews, and programs that provide continued value to the customer and drive long-term account growth
- Continuously drive greater efficiency and quality, developing scalable solutions that set the team up for long-term success
- Hire, train, motivate, and coach team; assessing employee performance and providing feedback and training opportunities
Job Requirements
Skills and Experience
- BA/BS degree and/or equivalent experience; with a minimum of 5 years' experience of proven customer success experience
- Proven track record of achievement of customer retention and satisfaction in managing a portfolio of clients
- Proven track record of developing and leading a winning team(s)
- Experience working with Salesforce or similar CRM
- Ability to utilize and leverage multiple technical sales tools
- Extensive experience with PowerPoint, and other programs on the Microsoft Office platform
- Strong leadership, communication, and interpersonal skills
- Driven, self-starter, and self-motivated
Contract positions
Will be employed and paid hourly by iMPact Business Group. Benefits (medical, dental & vision) are available after 90 days of employment.
Permanent placed employees
Paid by and qualify for benefits in accordance with the policies of the hiring company.
Submit your resume today to be considered for this position. A recruiter will review within a business day or two and will reach back out to you if they would like to discuss next steps.
Internal Positions
We have several internal positions at iMPact that we are hiring for. Please view our internal positions here.
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