Customer Success Manager

Job Title: Customer Success Manager

Locations: Missouri, Remote

About the Team:

SS&C Blue Prism Document Automation is seeking a Customer Success Manager to join our small, collaborative Customer Success team. Do you enjoy partnering with team members to creatively solve client’s challenges? Are you organized, analytical and quick to understand complex issues? If this sounds like you, please apply!

Overview:

The Customer Success Manager is responsible for nurturing our customers’ engagement with the ultimate focus on customer retention and growth. 

Day to Day:

• Build long term relationships with customers  

• Ensure timely renewals, participate in legal negotiations. 

• Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions. 

• Develop and own customer success strategies, account plans, and best practices.  

• Become proficient in our product and be able to perform setup tasks for customers. 

• With a focus on growth and expansion, own the renewal process of key enterprise accounts. 

• Primary point of contact for customer support. 

• Run and provide performance reports to key clients on a quarterly and annual basis. 

• Coordinate and manage customer escalations. Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally. 

• Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion

Minimum Qualifications:

We’re looking for a standout CSM with the following skills 

• College Degree or equivalent experience.  

• 3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience. 

• Previous experience in a technology company, ideally SaaS. 

• Ability to generate reports, analyze and present data to customers.  

• Computer-savvy, including Excel. 

• Comfortable in a startup setting is ideal. 

• Ability to manage multiple customers simultaneously. 

• Take initiative, be proactive and outcome-driven. 

• Able to communicate both problems and solutions clearly, effectively, and kindly. 

• Stellar problem-solving skills. Know how and when to collaborate and escalate to solve a problem.