What are the responsibilities and job description for the Customer Success Manager position at Megger?
The Vacancy
Job Summary: Supports Megger customers as they transition from sales prospects to active users of our solutions. Responsible for delivering Megger Grid Analytics projects from early stages in the sales cycle and providing ongoing account management services throughout the lifecycle of the account. Will work closely with MGA Account Executives to develop statements of work that will be delivered for each opportunity. Responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high-level of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities.
Job Responsibilities:
- Establish clear client retention goals.
- Process milestones for the clients and employees to work toward.
- Assist customers with setting up and navigating programs or software.
- Promote the value of the product.
- Upsell services and products with the brand image.
- Promote value through customer experience.
- Assist in creating training courses and educational materials.
- Review customer complaints and concerns and seek to improve the customer experience.
- Develop statements of work for MGA projects.
- Work with Account Executives on proposal development.
- Define, implement, and manage professional service portfolio.
- Collaborate with leadership to implement customer adoption model with continuous improvements methodology.
Minimum Qualifications:
- Proven work experience as a Customer Success Manager or similar role.
- Experience working with brand image and promoting value through customer experience.
- Exceptional ability to communicate and foster positive business relationships.
- Technical skills required, as they relate to the use of MGA solutions.
- Accountability and personal organization are essential.
- Experience in managing a diverse group and training each according to company standards.
- An engineering, communications, or marketing degree is preferred.
- PMP Certification is preferred.
