Emburse, Inc.
Customer Success Manager III (Remote Dallas)
Emburse, Inc., Dallas, Texas, United States, 75215
CSMs are responsible for the post-sales success of a portfolio of customers. As a CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews, and delivering an industry-leading customer experience.
What you'll do:
Deliver an industry-leading customer experienceCollaborate with internal teams to represent the voice of the customerProvide product education/support for new and ongoing customersEstablish product/industry best practices for customersLead in customer forums, such as release note calls or virtual conferencesOwn ultimate responsibility for the customer’s retention and expansion success while preventing churnMaintain accurate and current records of customer information in SalesforceOwn cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation processServe as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolutionWork with leadership on new CSM initiativesAssist with the Customer Success Software Administration: Gainsight Administration (ClientSuccess Administration at Captio)Manage key accounts through monitoring customer health, business reviews, and customer engagementDevelop and maintain long-term relationships to achieve customer success
What we're looking for:
Bachelor’s Degree required3-5 years experience in customer success role requiredStrong interpersonal, organizational, and communication skillsTime Management & work/life balanceProficient with Excel, Word, Powerpoint, and Google SuiteSalesforce experienceExperience using video conferencing systems (Zoom or GoToMeeting)Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)Product Demonstration SkillsCollaboration software experience: Confluence experience (or Wrike experience at Captio)Creative - out of the box - solutioningExcellent follow-up skills to ensure customer expectations are met
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What you'll do:
Deliver an industry-leading customer experienceCollaborate with internal teams to represent the voice of the customerProvide product education/support for new and ongoing customersEstablish product/industry best practices for customersLead in customer forums, such as release note calls or virtual conferencesOwn ultimate responsibility for the customer’s retention and expansion success while preventing churnMaintain accurate and current records of customer information in SalesforceOwn cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation processServe as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolutionWork with leadership on new CSM initiativesAssist with the Customer Success Software Administration: Gainsight Administration (ClientSuccess Administration at Captio)Manage key accounts through monitoring customer health, business reviews, and customer engagementDevelop and maintain long-term relationships to achieve customer success
What we're looking for:
Bachelor’s Degree required3-5 years experience in customer success role requiredStrong interpersonal, organizational, and communication skillsTime Management & work/life balanceProficient with Excel, Word, Powerpoint, and Google SuiteSalesforce experienceExperience using video conferencing systems (Zoom or GoToMeeting)Customer Success Software experience: Gainsight experience (or ClientSuccess at Captio)Product Demonstration SkillsCollaboration software experience: Confluence experience (or Wrike experience at Captio)Creative - out of the box - solutioningExcellent follow-up skills to ensure customer expectations are met
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