GeoComm
Customer Success Manager
GeoComm, Saint Cloud, Minnesota, United States,
Customer Success Manager
Putting the right location data, on the right map, for the right people, at the right time. That is how our work saves lives and protects property through Public Safety Location Intelligence.
Our team is looking for a top-quality Customer Success Manager to join us.
Job Summary:
The Customer Success Manager (CSM) owns the customer experience of our valued SaaS customers, ensuring the adoption and enablement of GeoComm solutions while partnering with the sales team on renewal achievement. A successful CSM builds strong relationships and is highly skilled at achieving trusted advisor and customer advocate status. The CSM works closely with GeoComm’s internal teams to execute customer success plans, ensuring customers realize the expected value from the solutions, as well as driving adoption of services and retention.
Essential Job Duties:
Customer Relationships:
Develop and maintain customer relationships for assigned customer accounts.
Achieve company goals for customer engagement and satisfaction with a focus on customer loyalty.
Monitor and maintain/improve customer health.
Educate customers on the business value of solutions.
Communicate with confidence to customer stakeholders, from entry-level to executive leadership.
Assist customers with the usage of GeoComm’s solutions for full value realization.
Review product release notes and prepare customers for continuous release of product features.
Act as the customer advocate for assigned accounts and communicate customer feedback to internal stakeholders.
Help drive customer references and case studies.
Conduct customer business review meetings.
Execute recurring communication and reporting plans to ensure low customer portfolio churn.
Acts as a liaison with other GeoComm departments / cross-functional teams:
Serve as a customer advocate and liaison while collaborating with internal cross-functional teams, such as product management, sales, marketing, finance, and operations.
Anticipate at-risk accounts to mitigate retention risk through client action plans.
Set KPIs to measure and achieve or exceed client retention and work with the sales team to upsell/cross opportunities.
Accurately report on customer metrics such as renewals, product use, and upsell opportunities.
Partner with Sales and the Proposal teams on strategic deals where appropriate.
Process improvement and implementation:
Participate in Customer Health programs and at-risk account recovery activities.
Contribute to the continual improvement of customer success policies and practices.
Document all customer interactions and goals in GeoComm’s shared systems.
Technical Knowledge:
Develop and maintain a working knowledge of GeoComm software products.
Develop and maintain a working knowledge of 9-1-1 technologies and standards.
Develop and maintain a working knowledge of third-party software applications used with GeoComm products.
Develop and maintain a working technical knowledge of all aspects of how GeoComm products connect in various installation environments.
Maintain a working knowledge of SaaS, Microsoft Office applications, PC operations, and related software applications.
Essential Universal Job Duties:
Promote the Company, its Mission, Core Values, programs, and achievements internally and to the public.
Functions as a team member by assisting, supporting, and encouraging other employees.
Perform related work as required, willingly, and eagerly.
Meet deadlines.
Regular, predictable attendance is an essential function of this position.
The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.
Minimum Job Requirements:
Education:
Bachelor’s degree
Related Experience:
2-5 years
Desirable Training and Experience:
Experience with a SaaS or subscription business
Experience working cross-departmentally to serve the needs of customers
Excellent written and verbal communication and presentation skills
Considerable knowledge of ArcGIS mapping software, GPS information systems, and other third-party systems used in GeoComm solutions
Geo-Comm is an equal opportunity employer and does not discriminate in hiring or employment on the basis of any status protected by applicable law.
Geo-Comm Corporation provides a drug-free working environment.
#J-18808-Ljbffr
Putting the right location data, on the right map, for the right people, at the right time. That is how our work saves lives and protects property through Public Safety Location Intelligence.
Our team is looking for a top-quality Customer Success Manager to join us.
Job Summary:
The Customer Success Manager (CSM) owns the customer experience of our valued SaaS customers, ensuring the adoption and enablement of GeoComm solutions while partnering with the sales team on renewal achievement. A successful CSM builds strong relationships and is highly skilled at achieving trusted advisor and customer advocate status. The CSM works closely with GeoComm’s internal teams to execute customer success plans, ensuring customers realize the expected value from the solutions, as well as driving adoption of services and retention.
Essential Job Duties:
Customer Relationships:
Develop and maintain customer relationships for assigned customer accounts.
Achieve company goals for customer engagement and satisfaction with a focus on customer loyalty.
Monitor and maintain/improve customer health.
Educate customers on the business value of solutions.
Communicate with confidence to customer stakeholders, from entry-level to executive leadership.
Assist customers with the usage of GeoComm’s solutions for full value realization.
Review product release notes and prepare customers for continuous release of product features.
Act as the customer advocate for assigned accounts and communicate customer feedback to internal stakeholders.
Help drive customer references and case studies.
Conduct customer business review meetings.
Execute recurring communication and reporting plans to ensure low customer portfolio churn.
Acts as a liaison with other GeoComm departments / cross-functional teams:
Serve as a customer advocate and liaison while collaborating with internal cross-functional teams, such as product management, sales, marketing, finance, and operations.
Anticipate at-risk accounts to mitigate retention risk through client action plans.
Set KPIs to measure and achieve or exceed client retention and work with the sales team to upsell/cross opportunities.
Accurately report on customer metrics such as renewals, product use, and upsell opportunities.
Partner with Sales and the Proposal teams on strategic deals where appropriate.
Process improvement and implementation:
Participate in Customer Health programs and at-risk account recovery activities.
Contribute to the continual improvement of customer success policies and practices.
Document all customer interactions and goals in GeoComm’s shared systems.
Technical Knowledge:
Develop and maintain a working knowledge of GeoComm software products.
Develop and maintain a working knowledge of 9-1-1 technologies and standards.
Develop and maintain a working knowledge of third-party software applications used with GeoComm products.
Develop and maintain a working technical knowledge of all aspects of how GeoComm products connect in various installation environments.
Maintain a working knowledge of SaaS, Microsoft Office applications, PC operations, and related software applications.
Essential Universal Job Duties:
Promote the Company, its Mission, Core Values, programs, and achievements internally and to the public.
Functions as a team member by assisting, supporting, and encouraging other employees.
Perform related work as required, willingly, and eagerly.
Meet deadlines.
Regular, predictable attendance is an essential function of this position.
The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.
Minimum Job Requirements:
Education:
Bachelor’s degree
Related Experience:
2-5 years
Desirable Training and Experience:
Experience with a SaaS or subscription business
Experience working cross-departmentally to serve the needs of customers
Excellent written and verbal communication and presentation skills
Considerable knowledge of ArcGIS mapping software, GPS information systems, and other third-party systems used in GeoComm solutions
Geo-Comm is an equal opportunity employer and does not discriminate in hiring or employment on the basis of any status protected by applicable law.
Geo-Comm Corporation provides a drug-free working environment.
#J-18808-Ljbffr