Customer Success Manager
Current-Account Management: Manage the launch of client accounts by advising on platform configuration-Ensure clients reach milestones on time as they prepare for launch-Ensure the continued success of accounts reaching 1000+ users per market and 300,000+ users country wide-Act as the customer’s first point of contact and own escalations by involving the appropriate leadership and support team members-Provide subject matter expertise and assessment, manage expectations, communication, and coordination to all clients and internal teams consistently-Training and Product Expertise:-Lead live training and demos for clients and their executive teams-Own product training for the Customer Success Team and customers alike, relating to large feature releases-Deliver QBR (Quarterly Business Review) and customer debriefs to appropriate customers-Performance and Innovation:-Be accountable for CSM KPI’s-Be responsible for generating interests and upgrade opportunities within the specified customer base-Own innovation in accounts as determined by BrokerBay-Project Management:-Manage the delivery of the project, ensuring that the project produces the required results - to the required scope, milestones, quality, and budget-Develop and own the project communication plan to ensure a consistent understanding of project progress within key stakeholders-Mane the implementation of accounts, owning the overall project management, keeping other team members accountable, and ensuring customers hit agreed-upon timelines-Customer Experience Enhancement:-Contribute to our onboarding strategy to improve customer experience
