Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Success

Location: Sarasota, FL – in office position

Reports To: Director of Sales and Marketing

Job Type: Full-time

About Bravura Technologies:

Bravura Technologies is a global industry leader in providing cutting edge event technology solutions, chosen by many Fortune 500 and Global 100 companies, as well as nonprofits and associations. With over 18 years of providing sophisticated software to meeting and event organizers, we pride ourselves in delivering innovative solutions that truly delight our customers. At Bravura we encourage passion, progressive thinking, innovation and experience.

Role Overview:

The Customer Success Manager (CSM) will play a key role in building long-term relationships with Bravura Technologies’ clients, ensuring they derive maximum value from our software solutions. This role requires a proactive and strategic mindset, strong communication skills, and the ability to act as a liaison between the client and internal teams. The CSM will work closely with customers to drive adoption, resolve issues, and identify opportunities for expansion.

Key Responsibilities:

• Customer Engagement and Onboarding:
• Lead customer onboarding processes, ensuring smooth transitions and initial success.
• Develop and deliver training programs tailored to customer needs to promote effective use of Bravura Technologies’ software.
• Serve as the primary point of contact for customers during the onboarding phase.
• Customer Relationship Management:
• Build and maintain strong, long-lasting customer relationships by understanding client needs and objectives.
• Regularly conduct check-ins, review progress, and discuss future goals with clients to maintain high satisfaction levels.
• Act as a trusted advisor by sharing best practices and providing strategic insights that align with customer objectives.
• Adoption and Success Strategy:
• Proactively monitor product usage to identify trends and opportunities for increasing adoption and value.
• Assist clients in optimizing their use of the software to maximize outcomes and ROI.
• Develop success plans in collaboration with customers to ensure they achieve their desired outcomes.
• Issue Resolution and Support Liaison:
• Collaborate with technical support and product teams to resolve customer issues efficiently.
• Provide input on potential improvements to software based on customer feedback.
• Keep clients updated on software developments and product enhancements.
• Upselling and Expansion:
• Identify opportunities for upselling and cross-selling based on customer needs.
• Collaborate with the sales team to facilitate renewals and expansion of accounts.

·  Qualifications and Skills:

·       Experience:

•   3 years of experience in customer success, account management, or a related role in the software industry.
• Proven track record of managing customer relationships and driving customer satisfaction.
• Experience with SaaS or enterprise software solutions is preferred.

·       Skills:

• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving abilities with a proactive approach.
• Ability to handle multiple customer accounts and prioritize effectively.
• Familiarity with CRM tools, customer success platforms, or related software (e.g., Salesforce, Gainsight).

·       Technical Knowledge:

• Understanding of software implementation processes.
• Ability to explain technical concepts in an accessible way.
• Background in technology or business is a plus.

·       Education:

• Bachelor’s degree in Business, Communications, Computer Science, or a related field (or equivalent experience).

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• A supportive, innovative, and inclusive company culture.

For more information, please visit our website at www.BravuraTechnologies.com

• Salary: $70,000-$80,000