Overview

Candidates with ChurnZero experience preferred.

The IIM Customer Success Manager III helps new and existing strategic accounts derive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and working to create customer growth opportunities. This role serves as a primary point of contact representing the customer.

Responsibilities

• Drive retention, growth, and ROI of the most strategic and complex customers by maintaining a deep understanding of their business objectives and goals and understanding how the company's products and solutions can help achieve them
• Develop ROI models to be communicated throughout the customer life cycle
• Understand the broad macro and micro-economic environment for each of your customers in order to pro-actively share knowledge that maximizes and improves the customer experience as well as quickly addresses customer questions or concerns
• Effectively seek out and partner with resources and leadership across departments and strategic vendors as needed to support customers' needs
• Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships
• Monitor, identify and manage trends in adoption, utilization, and customer KPIs ensuring any resulting risk arising to customers are clearly understood and develop a risk mitigation plan
• Drive positive customer experience by coordinating resources to address customer questions, concerns, or issues to ensure the fastest resolution possible
• Work with the implementation team to assist with client adoption, ensuring stability and long-term growth within the client investment
• Conduct quarterly business and leadership reviews outlining strategic solution value to the client
• Develop expert-level knowledge of products, customer use cases, best practices, and legal considerations.
• Identify and monitor risk in customers not achieving their stated business objectives and assist in developing a risk mitigation plan
• Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
• Customer follow-up to identify and develop new requirements to enhance the offerings as well as identify potential new revenue streams
• Maintain a strong customer-centered approach; keeping the customer at the front and center of all related activities, leading to successful delivery and future growth of solutions within Konica Minolta
• Drive customer references through successful engagements and activities
• Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on the abilities of the team
• Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships
• Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends

• Bachelor's degree or equivalent experience
• 6+ years of direct experience in technology-based Customer Success, consultative account management/sales, or customer-facing roles
• Additional experience working cross-functionally on go-to-market efforts across marketing and sales will be useful
• Excellent problem-solving, critical thinking, and analytical skills
• Excellent collaboration skills, applied successfully within a team as well as in other areas
• Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with teams and individuals outside of the department
• Superior oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Organizational, multi-tasking, and time management skills
• Facilitation and project management skills
• Customer service orientation
• Self-motivated with follow through and attention to detail