The Customer Success Manager is responsible for retaining business, driving net revenue growth within existing accounts, and overseeing the coordination of all customer service efforts across station departments to ensure consistent, high-quality service and customer satisfaction. Key priorities include building long-term relationships, promoting adoption, and maximizing customer satisfaction and retention.
Requirements
- Serve as the primary point of contact for assigned accounts, ensuring consistent, high-quality customer service and satisfaction.
- Coordinate and direct customer service efforts across all station departments, working closely with managers and supervisors to maintain service standards.
- Develop, implement, and maintain standard operating procedures (SOPs) for each client and monitor adherence through regular reporting and reviews.
- Build and maintain strong relationships with local management, operational staff, and clients to ensure customer needs are met.
- Actively participate in product training sessions and maintain a deep understanding of company products, services, and operations.
- Provide expert oversight on multiple customer accounts, including resource planning, staffing, and support for new projects and long-term customer care.
- Build strategic relationships with key contacts within customer organizations to understand opportunities for creating value.
- Facilitate regular meetings with clients and relevant operations staff to evaluate performance and receive updates from clients on challenges and future plans.
- Support BD and IT Pre-Sales teams in delivering world-class solutions in a timely and cost-effective manner.
- Lead strategic and operational planning for assigned customers, including analysis, budgeting, and development of customer strategies.
- Create and present to management, reports concerning market planning and analysis, service offerings and the changing business environment.
- Facilitate requirements gathering and align technology initiatives with customer objectives.
- Oversee project pipeline and capital IT project portfolio, including preparation of proposals, cases, and initiation documents.
- Assist in developing annual operating and capital IT budgets for customers.
- Conduct ROI analysis for proposed solutions and provide guidance on prioritizing technology needs.
- Manage technology governance activities, including project approval, tracking, budgeting, and roadmap prioritization.
- Ensure service level alignment and assist in problem resolution, root cause analysis, and change implementation.
- Stay current on emerging technologies and industry innovations through continuous learning and professional engagement.
Benefits
- Competitive Compensation Package
- Comprehensive Health & Dental Benefits
- Professional Development Opportunities
- Continuing Education
