CUSTOMER SUCCESS MANAGER

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JOB SUMMARY

Our Ideal Candidate

We are looking for a team player who strives for excellence. You must possess excellent communication and customer-relationship skills – responsiveness, sensitivity, and diplomacy. You will need to be comfortable working both independently and collaboratively. Your problem-solving skills and technical aptitudes should allow you to adapt to new circumstances and learn quickly when facing new problems and challenges. You will be looked upon to set an example for excellent work procedures and practices. You must be passionate about delivering a high-quality experience to customers, with a focus on continuous improvement.

Your Responsibilities

  • Be the “Relationship Manager” & “Trusted Advisor” for our Customers with a focus on Adoption, Retention, Expansion & Experience

  • Demonstrate a fundamental understanding of Cropin Technology and articulate the VALUE of our solution against competitors.

  • Understand & Align with Customer’s Business Objectives, their basic environment, Roadmap, Pain Points to Strategize their Success

  • Own Customer Life Cycle & Account Management – from Sales Handover, Oversee & Ensure Timely Configuration/Deployment, Consistent Engagement there-on building a Relationship of Trust & Transparency

  • Deliver Quarterly Reviews, Product Updates, Check-in’s etc, (via web or onsite to reinforce) to re-enforce Cropin Value, and identify Expansion & Experience Opportunities

  • Escalation Management, Stakeholder Management (Internal & External), Co-ordination between Product Management, Support groups, and other Cross-Functional teams.

  • Consistently meet and exceed the set Engagement & Transformational Goals

  • Accelerates adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest timeframe

  • Establishes measurable criteria for success and assists in building organizational alignment

  • Helps to develop and maintain a strategic roadmap with a select group of named accounts to ensure the successful and broad adoption of Cropin solutions

  • Collaborates with internal subject matter experts to translate customer business/technical challenges into business solutions based on Cropin products & services.

  • Becomes established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights related to area of expertise

  • Collaborates with the consulting and support services teams from proposal through delivery, including identifying and ensuring delivery and adoption risks are managed

  • Creates and coordinates account documentation including reports, proposals, business assessments, and recommendations

  • Develops and maintains close relationships with key management sponsors within a select group of names accounts (from key users to CXO)

  • Accountable for post-sale account management and drives account growth strategy with wider account team members.

Qualifications:

  • Minimum 2-3 years working in customer-facing SaaS organizations in EMEA or APAC Region.

  • Strong empathy for customers AND passion for revenue and growth

  • You want to help and serve our customers: They win, so you win

  • You’re driven: No one needs to push you to excel; it’s just who you are

  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use

  • Ability to manage influence through persuasion, negotiation, and consensus-building

  • Background of Customer Success, Consulting, post-sale, and/or sales experience preferred

  • Understanding of value drivers in recurring revenue business models

  • Excellent communication and presentation skills

  • You are a Proactive self-starter, Prescriptive with attention to detail & an excellent Relationship Builder

  • Possess Excellent Communication, Listening & Articulation Skills – Able to effectively converse with all levels of stakeholders

  • Organized, Adaptable Team Player, Ability to Prioritize and work in a fast-paced, goal-oriented environment

  • Displays the Highest levels of Professionalism & Integrity – at all times

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