Customer Success Manager, Finalis

• You have exceptional written and spoken English
• You have a minimum of 2+ years of relevant work experience as a customer success manager or relatable experience
• You have Google Workspace experience
• You have excellent communication skills
• You have strong organizational skills
• You can handle confidential information
• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines
• You are a self-starter, quick learner and highly organized with attention to detail
• You have the ability to follow up; know what’s going on at all times and respond quickly
• You are flexible, patient, persistent and have a team spirit attitude

Desirable

• We are a small but growing team of Customer Success managers who work autonomously, but with a strong sense of team to support and back each other up when needed
• You'll elevate client relationships to new heights by assuming full responsibility for their success, expertly overseeing onboarding, comprehensive training, fostering rapid adoption, helping with questions, and consistently attaining exceptional levels of customer satisfaction
• Cultivate and sustain a trusted strategic advisor relationship with clients, proactively spearheading the continuous delivery of value and optimizing their utilization of our products and services for maximum benefit
• Maintain a keen awareness of current events and trends within the industry, diligently track and analyze relevant developments, and discern opportunities, potential challenges, and market insights
• Leverage this intelligence to inform and enrich customer success strategies and initiatives, ensuring their alignment with the ever-evolving landscape of our sector
• Showcase exceptional communication skills to proficiently interact with senior-level management, both within the organization and externally, to cultivate a profound understanding of customer needs
• Take proactive ownership of customer success metrics and data management, adhering meticulously to established protocols and guidelines
• Ensure the meticulous upkeep of accurate, real-time records, dedicatedly supporting analysis, reporting, and informed decision-making processes
• Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively
• Analyze C-Sat/NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty
• Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services