Job Description
The Customer Success Manager (CSM) focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Kimedics’ customers. This position will partner closely with the Product and Leadership team to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy. The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Kimedics’ role as trusted partner to its customers.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
Customer Relationship Management - 35%
- Develop a trusted advisor relationship with each of our high value customers at the executive and vice-president level, driving success with our solutions and ensuring they receive maximum value from Kimedics.
- Be an expert and advisor, while maintaining an understanding and expertise of Kimedics products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.
- Be a thought leader and provide insights, recommendations and best practices to your key accounts.
Customer Success Planning - 35%
- Advise and develop client vision and roadmap of success with strong focus on onboarding, user training, product adoption, and technical support cadence on a regular, timely, and systematic manner throughout the post-sale customer journeys and in collaboration with Kimedics Product team and technology partners.
- Develop and execute tailored Customer Success Plans that align with customers’ business objectives and desired outcomes.
- Conduct regular business reviews (QBRs) to ensure progress, align on goals, and identify growth opportunities.
Retention & Expansion - 20%
- Drive high renewal rates and identify growth and expansion opportunities.
- Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your Kimedics team.
Data-Driven insights - 10%
- Leverage data and analytics to identify trends, risks, and opportunities to enhance the customer journey.
- Prepare and present reports to customers and internal teams that demonstrate impact and value.
SECONDARY FUNCTIONS (IF APPLICABLE)
- May work on special projects or other duties as assigned
SUPERVISORY/BUDGETARY/EXTERNAL COMMUNICATION RESPONSIBILITY
- Communicates with external vendors and service providers as needed
QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:
- 7+ years of relevant work experience in a customer-facing customer success, account management or
- strategic consulting organization.
- Experience with strategic and complex enterprise customer needs.
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Customer Focused, Passionate about Nurturing Client Success
- Excellent analytical, communication and presentation skills
- Ability to understand and communicate complex problems clearly and concisely to different audiences.
- Self-starter with a dynamic and entrepreneurial mindset, while an effective team player in a cross-functional
- environment
- Analytical Skills for data-driven decision making.
- Ability to adhere to and exhibit the Company Values at all times
- Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams
- Excellent communication - skills both oral and written
- Proficiency in customer relationship management (CRM) software
- Ability to build and maintain relationships with potential clients
- Solid critical thinking and creative problem-solving skills
- Strong organizational and time management skills
- Ability to work independently and collaboratively
- Flexibility and adaptability to change
- Ability to consistently meet goals, commitments, and deadlines
- Ability to work with sensitive information and maintain confidentiality
KEY COMPETENCIES REQUIRED
- 1. Communicates Effectively
- 2. Customer Focus & Teamwork
- 3. Decision Making
- 4. Develops Self
- 3. Innovative
- 4. Quality & Results Oriented
- 5. Resourcefulness & Tenacious
- 6. Technical Skills
PHYSICAL, MENTAL, WORKING CONDITION, AND TRAVEL REQUIREMENTS
- Typical office environment - sedentary with typing, writing, reading requirements. May be able to sit or stand.
- Speaking, reading, writing, ability to use a telephone and computer
- Ability to exert up to 10 lbs. of force occasionally
- Ability to interpret various instructions
- Ability to deal with a variety of variables under only limited standardization
- Ability to travel up to 20% of time
Job Tags
Work experience placement,