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Customer Success Manager at Amenity
New York City, NY, US
The Customer Success Manager is responsible for achieving a high level of customer satisfaction and retention and consistently illustrates the value delivered. The Customer Success Manager will act as a Trusted Adviser to our most strategic customers, ultimately responsible for ensuring their success by leveraging deep solution knowledge to partner with customers to help them get to a first value and accelerate business value using Amenity Analytics. 
This is a front-line role interacting regularly with customers resulting in high customer satisfaction, value building, adoption, retention, and expansion of Amenity Analytics solution usage. You will do this by bringing Amenity’s best practices, innovations and capabilities to the customers assigned to you. You will also align at the appropriate executive level, building and maintaining strong relationships to help customers progress on their transformation journey with Amenity Analytics. 
You will be adept at prioritizing and effectively applying different models of customer engagement from high touch focused on customer intimacy to low touch for efficiency. You will leverage appropriate metrics and tools to identify customer requirements, renewal and churn trends and orchestrate action by coordinating the right resources, programs, and information and at the right time. The role requires a combination of technical and customer management experience. 

Job Functions and Responsibilities

    • Implement Customer Success Plans for assigned accounts.
    • Plan and deliver successful customer on boarding experiences end to end by working with clients and internal/external stakeholders
    • Be the voice of the customer - Handle and resolve customer requests and issues. Serve as the escalation point for customer issues.
    • Optimize the customer experience by providing customer coaching and training online and in-person
    • Drive adoption and usage through active tracking of key performance indicators throughout the Customer Life cycle
    • Effectively solve ad-hoc customer issues as needed
    • Analyze customer data (usage and behavior), updating customer and internal stakeholders on customer progress and results. 
    • Minimize customer churn
    • Support the sales process through interactions with prospective clients, helping them analyze problems and develop solutions 
    • Partner with sales to Identify and create upsell-cross-sell opportunities
    • Deliver online or in-person product demonstrations to multiple stakeholders during the sales process

Desired Knowledge, Skills & Abilites

    • 5+ years’ most-recent experience managing enterprise-level customers
    • Real passion for serving customers
    • Demonstrated success in Customer Success, Customer Engagement or Services role for a product / SAAS company to enterprise customers
    • Well organized; handle multiple accounts & assignments simultaneously.
    • Excellent communication skills. Ability to communicate clearly (written and verbal), create and present high-value deliverables, proposals, and presentations to varying audiences, including senior executives
    • Ability to come up to speed on technology quickly and can clearly articulate the benefits and business value of DataStax
    • Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
    • Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment
    • Passionate about solving business challenges and delivering a great customer experience
    • Empathetic of customer problems; understand the nature of our customers’ businesses and their specific challenges
    • Passionate about the use of technology to solve customer problems Interested in technology; technical skills are a plus
    • A commitment to exceed goals that is internal, constant & self-imposed.
    • Excellent analytical skills
    • Familiar with Google Analytics, Atlassian (Jira, Confluence), Intercom, Salesforce. 
    • Proficiently with Microsoft Office