What are the responsibilities and job description for the Customer Success Manager position at MS Shift, Inc.?
Job Summary:
The Customer Success Manager is responsible for new customer implementation and relationship management as well as ensuring adoption and engagement with the MS Shift platform. The Customer Success Manager takes ownership of each account and is responsible for ensuring that all facets impacting the service of the account are being catered to professionally and according to the needs of the client.
Supervisory Responsibilities:
N/A
Duties/Responsibilities:
- Develop and maintain strong relationships with clients, serving as their primary point of contact for all issues and inquiries related to our products and services, the training of platform
- Drive growth among all MS Shift customers by understanding their business needs and leading them to success.
- Increase customer retention by conducting regular check-in calls for tactical items, perform quarterly health checks for strategic review.
- Work with customers to ensure they are utilizing MS Shift software effectively and find value in their services.
- Collaborate with Sales, Support, Accounting, and other technical teams to ensure exceptional customer experience and take care of any customer-related issues.
- Schedule and execute implementation and training for all new customers.
- Create new proposals arising from client referrals received through the company website.
- Respond and follow up in a timely fashion to all emails including outstanding proposals and client referrals.
- Identify opportunities to upsell and expand our services with existing clients.
- Manage and conduct the entire post sale process which includes client onboarding, implementation, training, increasing adoption, and ensuring retention.
- Maintain and develop customer success strategies and best practices, as well any customer support content, with the help of the creative team.
Required Skills/Abilities:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent sales and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
Education and Experience:
- Bachelor's degree in business, marketing, communications or a related field.
- 4 years of experience in a client facing role, preferably at a software or technology company.
- Strong verbal and written communication, strategic planning, and project management skills.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15-30 pounds at times.
