What are the responsibilities and job description for the Customer Success Manager position at Outcode Software?
Customer Success Manager
Outcode Software
At Outcode Software, we're dedicated to empowering our clients to succeed with our innovative solutions. As a Customer Success Manager, you'll play a crucial role in ensuring our clients' satisfaction and driving their long-term success. If you're passionate about guiding clients through their journey and thrive in a dynamic, collaborative environment, we want you on our team.
Responsibilities:
Retention and Adoption (60%):
- Become an expert in Outcode, guiding new clients and providing them with comprehensive support.
- Assist clients in making adjustments to their accounts and educate them on how to navigate changes effectively.
- Maintain detailed records of client interactions, notes, and next steps using CRM and ClickUp.
- Develop a variety of content, including webinars, videos, training materials, and articles, to facilitate client understanding of complex concepts.
- Proactively analyze client usage data and assess account health to identify areas for improvement.
- Collaborate with internal teams to drive Outcode adoption and ensure clients derive maximum value from our solutions.
- Communicate product updates and new service offerings to clients to enhance their experience.
- Cultivate commercial relationships to promote Outcode utilization and drive business growth.
- Act as a liaison between clients and the Outcode delivery team, effectively communicating client feedback and needs.
- Foster cross-departmental collaboration with Sales, Product, and Marketing teams.
- Identify and escalate issues as needed, demonstrating sound judgment in distinguishing between user errors, training deficiencies, and feature requests.
- Conduct Executive Business Reviews with key decision-makers to assess client satisfaction and identify opportunities for improvement.
Growth (30%):
- Utilize data insights and client interactions to identify growth opportunities and drive expansion for clients.
- Collaborate closely with the Sales team to identify opportunities for upselling and cross-selling.
- Introduce clients to new services and products to expand their utilization of Outcode offerings.
Customer Success Operations (10%):
- Partner with Operations to prioritize process improvement projects aimed at enhancing team efficiency and customer satisfaction.
- Contribute to the development of a Customer Success playbook outlining the customer lifecycle journey and corresponding activities.
- Advocate for software utilization within the team, ensuring optimal usage of tools to streamline operations.
Ways to Win:
- Experience as a Costumer Success Manager or client facing positions.
- Interest in technology and/or software development.
If you're a proactive problem-solver with a passion for driving customer success, we'd love to hear from you. Join us in shaping the future of Outcode Software and empowering our clients to achieve their goals. Apply now!
