Customer Success Account Manager

Summary

The Customer Success Account Manager (CSAM) is focused on building and maintaining strong customer relationships to ensure long-term satisfaction and success with the entire Snap Platform (SnapCount, SnapForm, SnapSource, SnapConnect, etc). The CSAM looks after the employer-client relationship after the sales process by creating a successful onboarding experience, tracking customer health and account growth, product adoption, and providing additional customer support needs. This position is also responsible for providing support and assistance to our customers through various channels (phone, email, etc.)

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Customer Support: Respond promptly to customer support tickets (whether generated by phone, email, or FreshDesk). Provide clear instruction when applicable and assist in identifying and troubleshooting reported issues within the system. Maintain detailed records of customer interactions and system adjustments in FreshDesk and/or Salesforce.
• Customer Onboarding/Training: Introduce new customers to the product and provide comprehensive training (online, in-person, self-study) to maximize each customer’s goals in utilizing the product(s). Provide ongoing training and support, as needed.
• Relationship Management: Develop and nurture strong relationships with client decision-makers and product champions. Engage with them on a regular basis to help understand their goals and anticipate future needs.
• Product Adoption: Help customers understand the value and benefits of the solutions they have purchased. Identify any obstacles hindering adoption and work to address them through tailored support and resources.
• Metrics and Reporting: Monitor key metrics and data to identify trends and customer behaviors. Provide regular reports and analysis on customer satisfaction scores, usage rates, etc.
• Account Growth: Identify opportunities for upselling, cross-selling and account expansion.
• Collaboration: Work closely with Sales, Customer Sucess, and Development teams to ensure a cohesive customer experience via collaboration tools such as Slack, Zoom, Email, etc.

Supervisory Responsibilities: None

 Required Education and/or Experience

• Proven work experience as a Customer Success Team member, Sales Account Manager, or similar role
• Excellent communication (verbal and written) and listening skills are crucial for effectively interacting with customers and conveying complex information clearly and concisely.
• A proactive “problem-solving” approach to identifying issues and finding creative solutions to ensure customer success
• Strong organizational skills and the ability to manage multiple accounts and tasks is imperative.
• Technical Prowess: Ability to come up to speed on the technical aspects of the product and the ability to troubleshoot or guide customers through technical challenges.
• Analytical Skills: Analyze customer data, identify trends and make data-driven decisions

Additional Preferred Experience

·       Experience with Customer Relationship Management software (Salesforce, Freshdesk, etc.)

·        Experience with Learning Management Software (Docebo)

·       Experience with Analytics/ Reporting and Project Management Tools (PowerBI)

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.