What are the responsibilities and job description for the Customer Success Manager position at OpenTech Alliance?
The Customer Success Manager (CSM) is responsible for ensuring the success of OpenTech's products and services within a designated group of accounts. This role focuses on customer retention, understanding client needs, and promoting product best practices. Key responsibilities include identifying and addressing customer challenges, building strong relationships, and introducing tailored solutions to enhance customer satisfaction and drive product adoption. The CSM is pivotal in fostering long-term client partnerships and ensuring overall customer success.
Essential Job Functions
Maintaining and balancing the workload of the inbound call and email queue.
Assisting with accurate and on-time weekly report generation for KPI Metrics
Coordinates with other departments to understand and meet their requirements.
Create and retain customer loyalty through proactive customer partnerships
Oversee onboarding with sales, accounting, setup, support, development
Advocate, connect, and marshal resources to troubleshoot and solve challenges
Understand and define what success looks like for each customer
Coordinate data collection and reporting for proactive engagement
Understand and communicate value-added solutions, cross-selling and up-selling
Use advanced CRM engagement tools to manage the customer experience
Assist with and delegate escalations of difficult issues from other team members
Managing and delegating the workload of backlogged tickets
Ensure system updates (CRM) with all interaction; operational, personnel & success metrics for customers
Ability to multi-task, understanding how to prioritize competing duties
Proactively contacts, educates, and develops relationships (i.e. network) with employees of other companies in the self-storage industry
Proactively identifies unmet needs within our customer base
Some travel is required for this role
Characteristics
Accountable, a self-starter who works well independently and collaboratively
Organized, with attention to detail and the ability to prioritize tasks
Empathetic, a good listener with a desire to help customers succeed
Flexible and able to operate effectively in a culture of change
Positive, with a can-do attitude and willingness to put in effort to meet goals
Lifelong learner, open to new information and processes
Professional, looking for a long-term career and not just a job
Confident, welcoming of new ideas and feedback, and willing to contribute
Responsible, understanding the role is critical to company success
Salary : $50,000 - $60,000
