Kelsey Lyons Email & Phone Number

Seattle, Washington, Us

The Client Success Manager (CSM) Rail & Marine is responsible for the overall "voice of the customer". The CSM manages the business relationship between Tideworks and an assigned portfolio of customers to manage the delivery of products and professional services, and the overall financial health/profit margin contribution while exceeding customers' expectations in value, quality, and time to deliver. Responsibilities of this role include: Acting as customer advocates, CSMs are responsible for managing everything related to their Portfolio:-Owning the P&L of assigned customer, project or program portfolios, including ensuring accurate invoicing, identifying internal cost-saving opportunities, managing contract renewals and expansions, and oversight of development efforts-Reporting on the portfolio financial health and understanding the components and drivers which affect the profitability of each customer-Tracking and reporting on all reported incidents for their portfolio and acting as the escalation point for critical operational issues-Acting as the point of contact for non-operational or enhancement customer inquiries-Acting as the accountable party for all programs, projects, and work orders that roll up into their portfolio-Understanding general business challenges and industry trends to recommend solutions that help customers achieve their business goals and objectives-Working cross-functionally within the company to build out valuable and compelling product and service offerings-Collaborating to execute Tideworks’ go-to-market strategies based on knowledge of the client perspective and opportunities identified through client partnership-Participating in and leading pre-sales, sales, and post-sales activities such as site assessments, conference room pilots, product demonstrations and training, industry trade shows and more to ensure awareness of industry trends and best practices to strengthen organizational and technical knowledge

Seattle, Washington, Us

Summary of Job:The Client Success Engineer / Business Analyst - Intermodal is a key contributor to the successful implementation of Tideworks’ Terminal Operating Systems Software in our clients’ International production operations. As part of the Customer Success team, the BA is a customer-facing professional engaged throughout the pre-sales, implementation, and post-sales cycles of a customer engagement. Essential Responsibilities:Acts as a primary resource for International Client Success software implementation and other customer engagements, leading or participating in activities such as site assessments, product demonstrations and customer training, conducting business process analysis, eliciting and documenting business requirements, developing process maps and gap analyses essential for scoping of an engagement, conference room pilots, training, process and solution design, user acceptance testing and production system implementation.Primary accountability to ensure that customer processes are supported through software and/or business process. This overarching accountability is performed in consultation with clients, and internal staff, and extends from the initial business process and gap analysis through to final resolution, including documentation and traceability.Responds to questions and influences the direction regarding current and potential system inputs, processes, and outputs. Conducts research and analysis into the nature, effect and results of system problems. Develops detailed business user requirements, workflow documentation and test plans.Works in tandem with Project and Product Management to negotiate plans, time frames and trade-offs, while ensuring clients understand the final results of the project.Participates in industry and other professional networks to ensure awareness of industry standards, trends and best practices in order to strengthen organizational and technical knowledge.

Jacksonville, Florida, Us

Summary of Job: Responsible for managing select products within the Build It For Me product portfolio. Core responsibilities include interacting with the sales team to promote the merchandising of select products, interacting with Operations to ensure the on-time and with quality development of products, and interacting with Customer Support to provide retention tools and strategies as well as product support for customers. Accountable for monitoring all sales, production, and churn numbers as well as carrying out initiatives to meet growth and efficiency needs.Essential Duties and Responsibilities• Managing cross-functional project teams to rapidly drive large projects to completion. • Collecting feedback on product positioning, competitors, and market development.• Evaluating customer experience with products and recommending enhancements to the product or process; manage project to completion. • Monitoring product performance and overall customer satisfaction; identifying areas of opportunities and continuously work to enhance customer satisfaction. • Resolving customer escalations • Interacting with senior leaders within the Web.com organization as well as outside vendors.

Jacksonville, Florida, Us

Summary of Job:Conducting comprehensive competitive analyses for several products and services that Web.com and some of its major competitors offer. Conducting an in-depth “secret shopper” project by posing as a prospective client and undergoing the entire sales, marketing, advertising, and fulfillment process with Web.com in order to gain insight into a client’s experience with the company from start to finish, and to improve customer satisfaction and efficiency moving forward.

Education record

Bachelor Of Science (B.S.), Marketing & Advertising