Customer Success Manager
Current- Building strong relationships “high and wide” with main users and stakeholders at assigned portfolio of customers.- Create Success Plans for assigned portfolio and execute according to plan with regional and global resources.- Host Quarterly Business Reviews (QBRs) with each assigned customer, informing them about status for Support, Projects, Roadmap, Marketing Events etc.- Continuously maintain records of products, status, client temperature, action plans, client contacts and any other management items in the CRM/CSM system.- Monitor usage and drive effective utilization of Calabrio products and services to ensure positive net promoter scores (NPS), customer satisfaction (CSAT) and long-term retention.Understanding existing Customer solutions, discuss action plans to resolve outstanding issues and explain alternative and short-term solutions.- Maintain a working understanding of Calabrio’s development process and timeline to effectively set and manage Customer expectations.- Responsible for building and maintaining a positive relationship between all key Calabrio contacts at various levels.- Maintain current understanding of account with Calabrio to include status of support and/or Subscription agreements, state and resolution of support cases and/or projects, and status of sales funnel for add-ons & renewals- Serve as Program Manager during account escalations as needed and assist support and implementation teams with mainly customer communication.
