Job Description

Department Name

Customer Success Center of Excellence

What’s your department’s function within the company?

Oversee clients across our 3E product lines, ensuring a smooth and effective onboarding process, seamless implementation, and the attainment of set objectives. CSMs work in collaboration with various departments to ensure that customers are meeting key performance indicators throughout their journey with us.

What is your department's  deliverables?

Ensure project success and delivery of product within scope, on time, and respective to customers outlined goals
Measure and improve NPS and post onboarding surveys
Drive product adoption and identify proactive customer touchpoints to improve customer percieved product value and reduce customer churn
Identify cross sell opportunities
Cross departmental collaboration to advocate for the customer experience through engaging in retain and grow activities and influence product development roadmaps

Where does the role fit within your organizational structure?

Core of 3E, Customer Success Management liasons interdepartmentally on behalf of the customer ensuring the voice of the customer is part of every decision while also effectively managing the customers experience throughout their lifecycle.

What is the relationship this role has to other departments within the organization?

The Customer Success Management COE works closely with other departments such as Sales, Marketing, Product, and Support to provide a seamless customer experience. It collaborates with Sales to understand customer expectations and tailor onboarding and engagement plans. Marketing provides customer insights and feedback to improve campaigns and positioning. Product teams benefit from customer feedback to guide product development and innovation. Support assists in resolving complex customer issues, ensuring satisfaction and retention.

2. Location

3. Description of Position

Job Title

Customer Success Manager

How many resources will be needed for this role?

1

Position Level

Mid-Level

A day in the life: please describe a day in the life for the employee.

Day in the life:
- Daily/weekly prep and organization
- Customer Meetings: Active project and Retain and Grow touchpoints with key external stakeholders to guide them through the onboarding process, address their unique needs, and ensure they are successfully integrating our products. Set clear timelines, milestones, and follow up tasks tailored to each customer.
- Internal Meetings: Product/Commercial/ Organizational meetings identifying unique customer touchpoints that require risk mitigation and or the development of new/improve processes
- Data analysis: analyze customer data to identify trends, usage patterns, and opportunities for improvement
- Develop internal and external resources related to SOP article creation and or customer help articles

4. Job Requirements

Education Requirement(s)

Bachelors

Field of Study:

Business Administration, Marketing, Communication, Management, OR Information Systems

Will years of experience be accepted in lieu of Education?

Yes

If yes, please include years of experience required:

8

Certification Requirement(s)

None

Min. Years of Work Experience

5+ Years of work experience required within software, project management, and/or customer success
5 years experience in SAP Product development (Specific EHS modules) and regulatory and/or sustainability reporting

Required technical skills/experience

Proficiency in software such as, JIRA, Salesforce, Microsoft Office Suite,

Data Analysis: Ability to interpret customer data, including usage patterns and feedback,to identify trends and inform strategy

Understanding of software development life cycles and methodologies like Agile and Scrum, using tools such as Trello or Asana.

Project Management Tools: Experience using software such as Asana or Smartsheets to manage tasks, projects, and timelines effectively

Knowledge of tools and metrics for tracking customer health, satisfaction, and engagement levels

Communication platforms: proficiency with digital communication tools such as microsoft teams, and zoom for virtual meetings and customer interactions.

Ability to coach and review the work of lower-level professionals

Technical aptitude: Ability to quickly learn industry and product offerings

PRIOR SAP KNOWLEDGE/ EXPERIENCE SPECIFIC TO EHS MODULES

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Required soft skills/experience

Communication: Strong verbal and written communication skills to effectively convey information to customers, influence internal teams, and to listen and respond to the customers needs.

Problem-Solving: Quick thinking and resourcefulness to identify and resolve risks to projects and/or customer issues effeciently and effectively

Project Management: Organizational skills to manage multiple onboarding projects and timelines, ensuring customers are on track for success

Adaptability: Flexibility to adjust plans and strategies based on customer feedback and changing business needs.

Stakeholder Engagement: Building strong relationships with cross-functional teams with an ability to understand and align diverse perspectives

Time Management: Managing multiple timelines efficiently to meet delivery schedules.

Customer-Focused: Understanding customer needs and perspectives to ensure the product meets their expectations.

Continuous Learning: A commitment to staying updated with the latest methodologies and industry standards.

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Desired Skills/experience

Experience in the same or related industry is preferred

Certifications in Customer Success or Project Management is preferred

Master's Degree preferred

Experience in managing high-value customer accounts