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Customer Success Manager
Petrosoft, Inc. Pittsburgh, PA
$89k-124k (estimate)
Full Time | IT Outsourcing & Consulting 2 Months Ago
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Petrosoft, Inc. is Hiring a Customer Success Manager Near Pittsburgh, PA

The Customer Success Manager (CSM) will help our clients to leverage the full potential of our products by serving as their point of contact for education and support. The CSM is responsible for improving customer product knowledge and self-sufficiency, resolving issues and challenges, and enhancing overall customer satisfaction with Petrosoft. The Customer Success Manager (CSM) will coordinate and conduct routine customer touchpoints, identify training needs and conduct training sessions, serve as the direct point of contact for customer issues and escalations, and is responsible for the proactive monitoring of their client list for potential opportunities or challenges.

Additionally, the CSM may be leveraged for training and customer support outside of their client list on an as-needed basis

Responsibilities

·Proactive management of a client list of 15 to 20.

·Coordination and execution of routine, scheduled touchpoints with all assigned clients.

·Identifies and assesses future and current training needs.

·Serve as direct point of contact for all assigned clients.

·Providing and/or facilitating resolution and closure on all cases relating to their client list

·Provide timely feedback to senior management regarding state of relationship with all assigned clients.

·Identifies training needs by evaluating strengths and weaknesses of client and their staff; (monitoring calls, reviewing cases & escalations, etc.).

·Reviews software release notes and delivers to client list in advance.

·Maintain and develop success plans for accounts that need special attention.

·Share best practices with account owners and their staff in order to improve their knowledge and leverage of Petrosoft products.

·Generate revenue for services through training, upsells and other services.

·Chooses appropriate training methods to meet individual needs (virtual, simulated, mentoring, on the job training, professional development classes, etc.).

·Drawing overall or individualized training and development plans.

·Proactively gather performance trends for groups and individuals to plot necessary trainings to close knowledge gaps.

·Other training and support duties as assigned.

 Additional and/or Specific Skills

·Proficient in MS Office Suite.

·Exceptional analysis, troubleshooting and problem-solving skills.

·Strong oral and written communication skills.

·Solid documentation skills.

·Must be highly organized - demonstrated success managing multiple tasks with laser focus on detail as well as proven project management experience with ability to establish and meet objectives on time.

·Maintain confidentiality of work related information and materials.

·Detail oriented and able to work independently or as part of a team.

·Ability and desire to travel both domestically and internationally.

·Outgoing personality.

·Energetic, effective, self-starter with strong verbal and written communication skills who can excel in an international environment.

·Good judgement and an ability to develop rapport with potential clients.

·Able to handle stress.

·Flexibility to travel to different countries as needed.

·Customer service oriented and organized.

Education/Experience

·Bachelor’s Degree in Business Management, Business Administration, or Education; equivalent experience may be substituted in lieu of education.

·Proven track-record of achievement in a comparable role.

·Technologically advanced and oriented. Must have above average computer and technical skills to navigate the communication barriers of frequent international travel.

·Thorough knowledge of business culture helpful.

·Excellent Communication Skills.

·Fluent in English required.

·Bilingual skills helpful, but not required.

·Retail industry knowledge is helpful but not required.

Physical Requirements

·Long periods of sitting.

·Heavy phone exposure.

·Repetitive Typing.

·Domestic & International Travel are required.

Other

·Travel may be required, including international destinations. Periods of extensive travel possible.

·Clean driving record is required for travel purposes.

·Passport required for international travel. 

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

SALARY

$89k-124k (estimate)

POST DATE

01/29/2023

EXPIRATION DATE

02/10/2023

WEBSITE

petrosoftinc.com

HEADQUARTERS

PITTSBURGH, PA

SIZE

100 - 200

FOUNDED

2002

CEO

SERGEY GORLOV

REVENUE

$10M - $50M

INDUSTRY

IT Outsourcing & Consulting

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The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Success Manager job description and responsibilities

Having a customer success manager overseeing the onboarding process helps with retention.

01/03/2022: Pueblo, CO

Customer success managers should have strong organization and presentation skills, but those things can be taught.

12/19/2021: Modesto, CA

They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.

02/13/2022: Everett, WA

Take time to understand what each customer needs and help customers take the shortest route possible.

01/23/2022: San Jose, CA

The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.

01/07/2022: Minneapolis, MN

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Success Manager jobs

Customer success managers are both salespeople and support professionals.

12/15/2021: Las Cruces, NM

During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products

01/02/2022: Longview, TX

A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.

02/21/2022: Pueblo, CO

Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.

12/22/2021: Temple, TX

Customer Success Managers must be strong, natural advocates.

02/15/2022: Clearwater, FL

Step 3: View the best colleges and universities for Customer Success Manager.

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