Hyland Software

Overview

The Customer Success Manager 3 helps new and existing customers derive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. This role serves as a primary point of contact representing the customer.

What you will be doing

• Drive retention, growth and ROI among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions
• Develop ROI models to be communicated throughout the customer life cycle
• Act as the customer advocate by identifying and sharing best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members
• Effectively partner with resources across departments as needed to support customers’ needs
• Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships
• Identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan
• Drive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure resolution
• Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
• May provide guidance to other team members
• Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships

What will make you successful

• French and Enlgish language fluency required
• Bachelor's degree or equivalent experience
• Experience in customer advocacy role
• Experience managing or participating in projects
• Experience selling or delivery of IT Products/Services
• Microsoft Windows and Office proficient
• Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Strong organizational, multi-tasking, and time management skills
• Strong interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
• Self-motivated with the ability to manage projects to completion with minimal oversight
• Able to thrive in a fast paced, deadline driven environment
• Demonstrated ability to influence, motivate, and mobile team members and business partners
• Strong ability to establish rapport and gain the trust of others; effective at gaining consensus
• Strong ability to handle sensitive information with discretion and tact
• Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Ability to coach, mentor and provide feedback to team members in a timely manner
• Strong knowledge of Microsoft Operating systems and products
• Strong business and technology acumen
• Strong company software technology knowledge