The role
Customer Success Manager is an individual contributor role focused on high segment customers on regional level or a certain industry. The purpose of this role is to be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout customer life cycle. Customer Success Manager is responsible for retention, adoption, and expansion of Bungee Tech’s services with assigned base of customers. Top priority for this role is to ensure high-quality experience for our customers, resulting with their satisfaction and advocacy.
Key Responsibilities
Customer Retention and Growth
- Along with the Customer Success Operations Manager, you will help own the overall relationship with our customer base, which includes: initial onboarding and training, increasing adoption, ensuring retention, and ongoing satisfaction.
- Manage relationship with customers to maintain overall customer health and growth.
- Meet and exceed retention goals.
- Be a spokesperson for Bungee Tech’s strategy with the customer – share our digital transformation vision with executives including product investments/roadmap, strategic acquisitions, and partnerships. Help position against competitors in the account.
- You will help customers maximize the value of SaaS with absolute knowledge of the product
- A continuous approach to actively growing the community of customers
- Leverage relationship with the customer to qualify leads and help facilitate cross-sell and up-sell opportunities for the account executive team.
- Respond to support queries, provide answers and be the go-to guide
- Management of CRM and other platforms related to delivering customer success
- You will help monitor customer health through available metrics and assessment and carry out follow-up actions as necessary
- Along with the Customer Success Operations Manager, you will help to identify and resolve challenges with product adoption encountered by our customers
Customer Satisfaction and Advocacy
- Maintain high customer satisfaction and ensure that customers act as Bungee Tech’s advocates.
- Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success.
- Perform regularly scheduled meetings with key stakeholders to ensure customer goals are met.
- Act as point of escalation when required and help manage customer expectations.
- Drive customer participation and attendance in business related events/webinars or other promotive activities.
Product Usage and adoption
- Help drive faster return of investment on Bungee Tech’s solution for customer.
- Participate in onboarding activities and product demonstrations pre and post purchase.
- Be the voice of customer back to our Product organization, communicate trending customer feedback and ideas.
Internal initiatives and improvements
- Influence the evolution of how Bungee Tech provides end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders.
- Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices.
Continuous Education
- Participate in Continuing Education sessions
- Be fully versed on Bungee Tech products, platform, and integrations
- Have an excellent overview of business, competition, and latest industry trends
Qualifications
- Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience.
- 2-5 years of experience in B2B Enterprise Key Account Management, Customer Success, Client Relations, Professional services, Consultancy or Business Development.
- Customer retention and growth experience.
- Experience in Dealing & Presenting to C-Level.
- Understand Customer Journey.
- Customer satisfaction oriented.
- Exceptional professional communication skills.
- Strong administration, analytical and organizational skills, with a systematic approach to problems.
- Strong listening skills and ability to understand others’ viewpoints
- Possess a strong work ethic and relentless attitude to achieve success
- High levels of tenacity and desire to go above and beyond
- Importantly, an honest and transparent attitude to work and others
- Strong networking & relationship building skills.
- Preferably experienced in SaaS industry.
- Self-driven, able to work independently as well as a good team player.
Additional Information
When you become a part of Bungee Tech you can expect:
- Awesome clients – We serve and partner with most of the leading Retailers, CPG brands and many more.
- Learn as you grow – Starting from the onboarding program to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
- Connect globally – Work with people from different countries, participate in the biggest Retail events.
- Pay & Perks – Competitive salary, travel allowance, a team taking care of all the equipment you need, team buildings and other organized activities. Talk about a balanced lifestyle.