The Customer Success Management organization is dedicated to making our customers successful with Indeavor’s core products and services throughout the customer journey. The Customer Success Manager (CSM) is responsible for developing and fostering customer relationships within their portfolio, which promotes adoption, retention and loyalty. Their job is to protect and grow revenue by working proactively with customers to ensure satisfaction, anticipate future needs, and to improve upon areas of dissatisfaction. All work should be aligned with the Customer’s Master Service Agreement (MSA), Support Contract and the customer’s specific success strategy. A CSM functions as the “quarterback” for the account and collaborates with other cross-functional teams to support adoption and value-driving activities. These activities are centered around a customer strategy aligned to the following key pillars:
- Realize Value: Have a Success Plan for each account outlining adoption status, wins, opportunities, and efficiencies w/supporting data.
- Achieve upsells: Understand account upsell opportunities – what is viable revenue growth and a plan to achieve the revenue growth.
- Support expansion: Support overall account management efforts with account expansion
Your traits include being a self-motivated leader, consultative, organized, flexible, articulate, confident, professional, and thriving in a fast-paced work environment.
Responsibilities
- Own a portfolio of enterprise accounts and develop key relationships with a focus on value realization, revenue retention, and revenue growth.
- Become a trusted advisor to the customer that works to drive value through the Indeavor Platform
- Facilitate a cadence of meetings with each customer based on their service agreement which includes, introductory calls, monthly connects, annual business reviews, etc.)
- Learn and continually grow your understanding of the primary silos of business that Indeavor supports (Manufacturing, Energy, and Government)
- Have keen instincts to assess account health and understand when to proactively escalate to appropriate internal and external stakeholders.
- Work closely with respective Account Executives to help expand the customer footprint.
- Identify and execute a plan to upsell additional services and/or subscription offerings.
- Understand the Indeavor value realization metrics and how they impact the customers’ long-term success on the platform.
- Ensure Salesforce account and opportunity data is current and accurate (such as customer health, health strategy, revenue opportunities, etc.)
- Create and maintain a Success Plan for each customer account that outlines key customer goals/value proposition, wins, opportunities and supported by data-driven efficiencies within the Indeavor platform.
- Awareness of account adoption and facilitate the appropriate escalation and initiate remediation activities but have the maturity to allow the accountable adoption owners to support as needed.
- Create and execute order forms and commercial agreements for your customer portfolio (such as renewals, change requests, etc.)
- Recommend renewal approaches and pricing strategies to the renewals leadership committee and assist with renewal support as needed.
- Provide project quotes/estimations for all customer change orders and post live services requests. Collaborate with cross-functional teams as needed to ensure quote accuracy.
- Coordinates with the Implementation Team to support the handover process to Customer Success and Service Center.
- Ensure customer need is transformed into Product Roadmap -"High Priority” vs “Nice to Have”.
- Promote customer advocacy at any chance, and work to identify referenceable customers.
- Contribute to the growth of the Customer Success organization by providing mentorship to other Customer Success Managers and owning initiatives (quarterly goals) to enhance/optimize the overall Customer Success offering.
- Manage and resolve escalated customer issues and concerns effectively.
