Strategic Customer Success Manager
il y a 2 jours
As a Strategic Customer Success Manager at MicroStrategy Incorporated, you will play a critical role in driving business growth and customer satisfaction. This position requires a unique blend of business acumen, technical expertise, and exceptional communication skills.
Key Responsibilities- Customer Onboarding
- Develop and implement customized onboarding plans to ensure seamless integration of our solutions.
- Collaborate with cross-functional teams to ensure timely and successful deployment.
- Account Management
- Build and maintain strong relationships with key decision-makers and stakeholders.
- Conduct regular business reviews to understand evolving needs and challenges.
- Identify opportunities for upselling and cross-selling our products and services.
- Customer Advocacy
- Develop and execute strategies to promote our brand and solutions through customer testimonials and case studies.
- Collaborate with sales teams to identify and pursue new business opportunities.
- Product Training and Education
- Design and deliver training programs to ensure customers are fully utilizing our solutions.
- Stay up-to-date on industry trends and emerging technologies to inform product development and improvement efforts.
- Issue Resolution
- Act as a liaison between customers and internal teams to resolve issues and concerns in a timely and professional manner.
- Escalate critical issues to ensure prompt resolution.
- Renewals and Upselling
- Develop and execute strategies to ensure timely renewals and maximize revenue growth.
- Collaborate with sales teams to identify and pursue new business opportunities.
- Customer Feedback and Insights
- Collect and analyze customer feedback to inform product development and improvement efforts.
- Advocate for customer needs and priorities within the organization.
- Metrics and Reporting
- Develop and maintain key performance indicators (KPIs) to measure customer success and satisfaction.
- Provide regular reports to stakeholders on customer engagement, satisfaction, and product usage.
- Education
- Bachelor's degree in business, marketing, or a related field.
- Experience
- 10+ years of experience in a customer-facing role, preferably in customer success, account management, or sales.
- Skills
- Strong communication and interpersonal skills.
- Excellent project management, problem-solving, and conflict resolution abilities.
- Familiarity with SaaS products and the technology industry.
- Ability to work collaboratively with cross-functional teams.
- Results-oriented with a focus on customer satisfaction and retention.
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