Eagle Point Software is looking for an engaging, proactive and goal-oriented Customer Success Manager who can manage and guide multiple customers through software implementation and rollout. The Customer Success Manager will coordinate and prioritize project tasks, demo the software, provide customer support, manage timelines and maintain project plans while communicating status to the key stakeholders both internally and externally.
The ideal candidate will have the ability to drive adoption of the platform with a focus on change management while maintaining strong customer relationships. A successful candidate will possess critical thinking skills, excellent project management skills along with the ability to command the attention of a group of people through strong communication skills, confidence and assertiveness. He or she will focus on driving adoption and usage of the platform throughout the customer’s subscription.
Job Location: Dubuque, Iowa area (preferred but not required)
Travel: Some travel required
Role & Responsibilities:
The primary role of the Customer Success Manager is to lead and support all aspects of customer implementations for our Pinnacle Series software while focusing on driving adoption and usage of the platform.
This includes:
- Define the detailed value driven goals and project implementations plan for each customer
- Coordinate and assign project tasks, establish and manage timelines and maintain project plan
- Provide demonstrations of the software both pre and post-sale
- Manage the internal resources (SMEs) and external resources (customer SMEs and champions) throughout the project
- Hold all project resources accountable to the completion of tasks and meeting the timeline established
- Serve as the lead contact for customer interactions and implementation activities
- Coach and prepare customers for successful rollout
- Develop, track and report key implementation progress metrics
- Prioritize and escalate issues when needed, keeping key stakeholders informed of progress
- Ensure customer satisfaction through follow-up, client responsiveness and thorough communication
- Develop and maintain implementation best practices, document procedures and standards
- Learn new releases and functionality in preparation for the next implementation
- Assist clients in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences
- Ensure ongoing success of clients by re-evaluating client needs and the development and execution of additional project plans to meet those needs
- Maintain focus on providing value and return on client investment throughout the life of the client’s subscription
Background/Requirements
- Relevant Bachelor’s degree; preference for Business, Organizational Development, Project Management or related degree
- Ability to manage multiple customers and implementation projects simultaneously
- Proven ability to influence others and lead customer engagements
- Desire to lead and enforce project tasks
- Ability to perform ongoing analysis of customer engagement and take the necessary measures to increase product usage and adoption
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Strong internal communication skills including the ability to work with all levels of an organization
- Flexible Hours –expect calls and remote meetings early mornings and/or late evenings
Preferred Skills/Experience
- Experience with client implementations of software solutions
- Experience supporting organization/process change initiatives
- Background of post-sale and sales experience
- Experience in working with international cultures
- Change Management experience
