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Customer Success Manager I

Entry Level

CentralSquare Technologies | Shared Services | Greensboro, NC

Summary:     The Customer Success team is responsible for developing and maintaining excellent relationships with existing clients in an assigned territory in order to increase customer satisfaction, retention, referenceability, and revenue.  The Customer Success Manager (CSM) works to understand customer’s short-term and long-term strategic plans, builds customer’s confidence, acts as an advisor for software and professional service needs and provides early identification and resolution of at-risk customers.  We are looking for people who are naturally inquisitive, with the confidence to speak with customer leaders and challenge the status quo. People who are interested in helping their customers uncover new ways to utilize CentralSquare Technologies solutions, with a passion for improving business outcomes.

 

Essential Duties and Responsibilities:

  • Understanding customer needs and processes to help them get full value from the CentralSquare Technologies product suites
  • Seeking and maintaining customer references
  • Influencing expansion opportunities to existing customers
  • Facilitating peer to peer networking opportunities and help broaden customer communities 
  • Functioning as the voice of the customer and provide internal feedback
  • Tracking accounts to identify churn risk and work proactively to eliminate that risk
  • Escalating critical customer issues and ensuring escalation ownership with internal resources
  • Efficiently maintain CRM database (Salesforce/Gainsight)
  • Document all communication with contact and accounts accurately and in a timely manner
Skills & Requirements

Requirements

  • Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience

  • 1-2 years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Experience using customer success automation tools, preferably Gainsight
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  • Local government or public sector background, a plus

  • Experience in working with complex, multi-divisional customers
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for technology and for being a part of a fast-growing company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
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  • Must be able to Travel up to 50% based upon customer needs, seminar schedules, industry events/trade shows or other necessary customer facing engagements.