The Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty (increase lifetime value of the customer and reduce churn)

Build Key Customer relationships:

Develop client portfolio and a trusted relationship with key stakeholders and decision makers, understand and respond to customer needs bringing the customers value in the focus.
Sustain business growth and profitability by maximizing value: Be the voice of the customer. ·
Create “product champion” ( employees of the customer who actually understand the benefits of the product and are convinced of the advantages that the product provides).

Increase retention

Make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Identify local customer needs and grow our customer base in assigned territory through solid solution selling propositions
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

Customer Onboarding

Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support ( teach only those features that help the customer achieve early value
Coach the customers to use the sticky features as it will lead to the customers achieving their goals faster and also increase product adoption
Proactively provide insights on feature adoption (train the customers on using the new features)

Account Escalations

Support or response to any alerts, red flags, poor health: Meet customer expectations by anticipating and orchestrating in the resolution of their top issues, act as an escalation point and collaborate with other departments as needed
Renewals
Follow up on current renewals to avoid any last minute surprise and insure current revenue.

Upsell Campaigns

You’re responsible for Upsell, expansion and upgrades,three core ways in which CSMs can drive his portfolio growth.
Customer Advocacy
Identify opportunities for customers to act as Intersec advocates (e.g. testimonials, case studies),

Hard Skills

• Resililent and result oriented with a passion for sales and IT.
• Understanding of various licence of business models (subscription, SaaS, term-licensed).
• First Experience in selling in Telco environment (Core Network equipment, CRM, VAS Platform). (A plus)
• Selling on C level in B2B markets.
• In-depth understanding of market research methods and analysis.
• Business cased focus : able to drive a business case, build a value proposition.
• Strong skills on selling on value proposition and customer benefits.
• Experience in transferring knowledge to others (coaching & mentoring) is an advantage.
• Solid knowledge of performance reporting and financial/budgeting processes.
• Knowledge of CRM software (Salesforce ideally) and Microsoft Office Suite.
• Availability to travel as needed in world post Covid-19 (3 weeks per month).
• Fluency in English (verbal and written) and fluency in French (verbal and written)

Soft Skills

• Customer Facing.
• Influential communication.
• Highly organized and able to multi-task.
• Demonstrate leadership qualiries.
• Strong negociation skills.
• Trusted advisor // Reliable.
• Experience in documentation creation.
• Patient and active listener.
• Team Player.
• Passion for service