Senior Customer Success Manager

ITRADE STEM is looking for a dedicated and results-driven Customer Success Manager to join our client company's team. This opportunity is located in Tampa or Naples, FL with an opportunity to also be remote. The ideal candidate will play a crucial role in ensuring customers achieve their desired outcomes while using bleeding-edge products. This position requires a blend of project management, customer support, and product management skills to effectively engage with customers post-sale and ensure successful deployment and implementation of our solutions.

Responsibilities:

• Serve as the primary point of contact for customers after the sale, ensuring a smooth transition from sales to implementation.
• Manage the customer onboarding process, ensuring that customers are effectively trained and equipped to use our products.
• Collaborate with cross-functional teams, including product management and engineering, to address customer needs and feedback.
• Develop and maintain strong relationships with customers, understanding their business goals and how our solutions can help them achieve success.
• Monitor customer engagement and usage metrics to identify opportunities for improvement and growth.
• Lead project management efforts for customer implementations, ensuring that projects are completed on time and within scope.
• Act as an advocate for the customer within the organization, providing insights and feedback to improve product offerings and customer experience.
• Facilitate regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for upselling or cross-selling additional products and services.
• Build and manage a team of support and project management professionals to enhance the customer experience and ensure successful deployments.

Requirements:

• Bachelor's degree in Business, Marketing, or a related field; relevant experience may be considered in lieu of a degree.
• 5+ years of experience in customer success, account management, or a related field, preferably within a SaaS or technology company.
• Strong project management skills, with the ability to manage multiple customer implementations simultaneously.
• Excellent communication and interpersonal skills, with a customer-centric mindset and the ability to build rapport with clients.
• Experience in managing customer onboarding and support processes, with a focus on ensuring customer satisfaction and success.
• Familiarity with product management principles and the ability to understand technical aspects of the product.
• Ability to analyze customer data and metrics to drive insights and improve customer engagement.
• Strong problem-solving skills and the ability to navigate complex customer situations effectively.