Customer Success Manager - Enterprise

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Job Description Service Channel  Customer Success Manager - Enterprise We are seeking a Customer Success Manager to coordinate product adoption, light-training, advocacy, retention, etc., and outcomes (e.g., improved utilization, standard methodologies, and expanded use of our products). This role requires a strategic problem solver and a proactive and efficient executor ensuring client needs are met. In addition, this role requires experience managing multiple enterprise customers (20+) throughout their customer journey delivering proven results on customer's desired outcomes.
** Responsibilities:
*** Proactively recommend Service Channel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of Service Channel’s product offering throughout the customer lifecycle.
* Establish and supervise the customer's adoption, training and development, and utilization of Service Channel’s products to continually drive incremental value. Build and execute success plans for each customer in your book of business.
* Foster client engagement with the Service Channel Analytics platform, empowering clients to make informed, data-driven decisions.
* Manage technical integrations for key customers and strategic accounts.
* Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.
* Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are executed.
* Proactively communicate relevant Service Channel news and product developments to clients.
* Collect and communicate customer feedback to drive ongoing product improvements.
* Work cross-functionally with Service Channel teams to set strategies for customer success.
* Be a client advocate, while keeping Service Channel values and initiatives in mind.
* Provide internal communications regarding Customer’s configuration, usage information, satisfaction of the system and churn risk.
* Provide light training and guidance to clients and service providers on Service Channel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
* Create and conduct quarterly or annually Business Reviews with your customers.
** Required

Skills & Experience:

*** Bachelor's Degree
* 2+ years with customer success, project management or support
* Proven examples of Successful Client Outcomes and Value Delivery
* Excellent written and verbal communication, strong interpersonal skills
* Ability to travel 2-3 times a quarter.
* Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences.
* Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy.
* Comfortable scheduling, managing and running presentations, both remotely and on-site, with internal and external senior leaders and team members.
* Solid project management skills with ability to multitask and prioritize.
* Experience driving organizational change initiatives.
* Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.
* Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the client as well as following processes correctly.
* Adaptive and responsive to feedback and open to updating processes where required.
* Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods,…