Customer Success Manager

The Customer Success Manager (CSM) focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Kimedics’ customers. This position will partner closely with the Product and Leadership team to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy. The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Kimedics’ role as trusted partner to its customers.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

Customer Relationship Management - 35%

• Develop a trusted advisor relationship with each of our high value customers at the executive and vice-president level, driving success with our solutions and ensuring they receive maximum value from Kimedics.
• Be an expert and advisor, while maintaining an understanding and expertise of Kimedics products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.
• Be a thought leader and provide insights, recommendations and best practices to your key accounts.

Customer Success Planning - 35%

• Advise and develop client vision and roadmap of success with strong focus on onboarding, user training, product adoption, and technical support cadence on a regular, timely, and systematic manner throughout the post-sale customer journeys and in collaboration with Kimedics Product team and technology partners.
• Develop and execute tailored Customer Success Plans that align with customers’ business objectives and desired outcomes.
• Conduct regular business reviews (QBRs) to ensure progress, align on goals, and identify growth opportunities.

Retention & Expansion - 20%

• Drive high renewal rates and identify growth and expansion opportunities.
• Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your Kimedics team.

Data-Driven insights - 10%

• Leverage data and analytics to identify trends, risks, and opportunities to enhance the customer journey.
• Prepare and present reports to customers and internal teams that demonstrate impact and value.

SECONDARY FUNCTIONS (IF APPLICABLE)

• May work on special projects or other duties as assigned

SUPERVISORY/BUDGETARY/EXTERNAL COMMUNICATION RESPONSIBILITY

• Communicates with external vendors and service providers as needed

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:

• 7 years of relevant work experience in a customer-facing customer success, account management or
• strategic consulting organization.
• Experience with strategic and complex enterprise customer needs.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer Focused, Passionate about Nurturing Client Success
• Excellent analytical, communication and presentation skills
• Ability to understand and communicate complex problems clearly and concisely to different audiences.
• Self-starter with a dynamic and entrepreneurial mindset, while an effective team player in a cross-functional
• environment
• Analytical Skills for data-driven decision making.
• Ability to adhere to and exhibit the Company Values at all times
• Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams
• Excellent communication - skills both oral and written
• Proficiency in customer relationship management (CRM) software
• Ability to build and maintain relationships with potential clients
• Solid critical thinking and creative problem-solving skills
• Strong organizational and time management skills
• Ability to work independently and collaboratively
• Flexibility and adaptability to change
• Ability to consistently meet goals, commitments, and deadlines
• Ability to work with sensitive information and maintain confidentiality

KEY COMPETENCIES REQUIRED

• 1. Communicates Effectively
• 2. Customer Focus & Teamwork
• 3. Decision Making
• 4. Develops Self
• 3. Innovative
• 4. Quality & Results Oriented
• 5. Resourcefulness & Tenacious
• 6. Technical Skills

PHYSICAL, MENTAL, WORKING CONDITION, AND TRAVEL REQUIREMENTS

• Typical office environment - sedentary with typing, writing, reading requirements. May be able to sit or stand.
• Speaking, reading, writing, ability to use a telephone and computer
• Ability to exert up to 10 lbs. of force occasionally
• Ability to interpret various instructions
• Ability to deal with a variety of variables under only limited standardization
• Ability to travel up to 20% of time