What are the responsibilities and job description for the Solution Customer Success Manager position at Ursus, Inc.?
JOB TITLE : Solution Customer Success Manager
LOCATION : Remote
PAY RANGE : $44.00 - $54.37 / hr
DURATION : 8 months
TOP 3 SKILLS :
10 years of Customer Success experience in Software as a Service, Digital Marketing (AEM Experience is preferred)
Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
COMPANY :
Our client a Fortune 500 Software Organization is seeking a Solution Customer Success Manager to bring onto the team.
Duties
The Solution Customer Success Manager will be responsible for both customer-facing project work supporting Value and Adoption of products, as well as internal team project management supporting numerous workstreams driving program growth and ongoing support. You will use strong executive presence and solid project management skills, and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences and program management.
Responsibilities include :
Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up , focused on documenting value attainment / measurable impact).
Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all level
Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals
Drive adoption of Experience Manager products - using playbooks to drive incremental value to the customer
Be the voice of the customer internally - sharing strategic use-cases, process improvements and asks back into the internal ecosystem
Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success
Support Program Governance / Management - partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are documented and logged in requisite repositories.
Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives.
Weekly and Monthly reporting - Maintain / deliver pre-established weekly and monthly reporting for the organization.
Support Team Meetings / Communications - partner with leadership team on weekly and quarterly meetings i.e. Quarterly All Hands)
What you need to succeed :
10 years of Customer Success experience in Software as a Service, Digital Marketing (AEM Experience is preferred)
Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
Strong consulting skills
Ability to prioritize, multi-task, and perform under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital marketing and / or digital media space, including data platforms, content management and customer journeys
Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
Effective at leading executive C-level discussions and presentations
Flexibility to travel (approx. 20%)
Education :
Bachelor's Degree and / or relevant work experience
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