Customer Success Manager

Now Hiring! Customer Success Manager

Location: Remote (EST).

Salary: $55K-$65K/yr.

Job Summary: As a Customer Success Manager, you will be a key player in ensuring the satisfaction and success of our diverse customer base of clients, partners, and vendors. This role combines client and partner support responsibilities with analytical skills. A key objective is to understand client and partner needs and provide insights to enhance their overall experience with NextGen and the products and solutions we distribute.

Benefits:

• Health, Dental and Vision insurance
• Company sponsored retirement program with match
• Life insurance
• Company paid LTD
• Paid time off
• Paid sick leave
• Paid holidays and vacation

What You’ll Do:

Client and Partner Assistance

• Responsible for all client communications, conflict resolution, and compliance with client deliverables
• Ensure client use cases are aligned with customer goals and clearly defined for execution during contracting
• Provide prompt and accurate information and technical support to address customer questions related to our products and solutions
• Troubleshoot rand resolve customer problems, escalating complex issues to higher-level support or relevant vendor partners as needed
• Communicate client’s goals and represent the client’s interests to the Team
• Document the outcome of all partner and client interactions

• Develop a comprehensive understanding of our vendor partners and their products and services distributed by NextGen
• Effectively communicate all offerings to clients
• Identify and pursue upselling and cross-selling opportunities aligned with client needs and business goals

• Generate reports on customer engagement, user adoption, and other relevant metrics to support the sales strategy for the products we distribute
• Analyze client product usage data and patterns to identify trends, opportunities, and potential areas for improvement
• Contribute client product usage data and patterns to identify trends, opportunities, and potential areas for improvement

• Collaborate with both internal and external cross-functional teams, including sales, product, and marketing to ensure a cohesive customer experience
• Collaborate with PreSales to clarify client requirements after solutioning and own the post-sales onboarding process
• Contribute to a positive and collaborative team culture.

What You’ll Need:

• 3 years of experience in client support and analysis in a professional service environment
• Bachelor’s degree in marketing, information technology, computer science or a related field preferred
• Technical aptitude and ability to learn about various software products quickly
• Proven experience in account management, customer support, or related roles, preferably in a B2B environment
• Strong analytical skills with the ability to interpret data and provide actionable insights
• Proven ability to build strong customer relationships
• Excellent problem-solving skills and attention to detail
• Effective communication and collaboration skills
• Ability to work independently and meet project deadlines
• Physical demands: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Who we are: NextGen is a distributor of Resulticks and a global technology company focused on cloud solutions that deliver customer engagement innovation. Its ecosystem of next-generation cloud, customer engagement, and IoT technologies help brand leaders succeed in digital transformation.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Visit our website at NextGen | AI-Driven Solutions that Drive Customer Engagement