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Customer Success Manager

Company: Flexera Software
Location: Asheville
Posted on: August 16, 2019

Job Description:

The CUSTOMER SUCCESS MANAGER (CSM) is responsible for ensuring customers are successful using Flexera technology throughout the customer s journey. A success manager works with the customer to drive adoption of Flexera solutions shortening time to value. The ideal candidate for this role will possess the ability to manage across multiple customers and Flexera solution areas to identify opportunities, reduce customer churn and promote customer advocacy.

RESPONSIBILITIES:

* Drive and maintain a high Net promotor scores across assigned customers

* Success planning to understanding the customer s goals, environment and monitor key performance indicators.

* Active participation and contribution in the customer community

* Onboard and enable customers with industry knowledges

* Advise customers on Flexera best practices

* Conduct Customer Business Reviews for strategic alignment

* Act as a customer advocate within Flexera highlighting customer priorities and ensuring customer product enhancements get appropriate visibility

* Surface voice-of-customer sentiment to Product Management within Flexera

* Hold status meetings with customer to answer questions, review open items, solicit and prioritize issues / enhancement requests

* Serve as the liaison between the customer and Flexera s development, consulting and support organizations to answer questions and track resolution issues

* Serve as the primary escalation point of contact for customer questions and problems, escalating to senior management as appropriate

* Proactively assess impact of future releases and communicate release notifications to the customer

* Deliver relevant webcasts and recordings to customers

* Support Sales representatives by proactively communicating customer issues and feedback, and identifying opportunities

* Identification of cross-sell / up-sell opportunities

REQUIRED SKILLS & EXPERIENCE:

* Bachelor s Degree in Computer Science preferred

* Ability to Establish and maintain strong customer relationships

* Ability to work with cross functional teams and facilitate communication

* Demonstrate strong persuasive skills Maintain composure and focus under constant pressure and deadlines

* Demonstrate organizational skills and attention to detail excellent analytical and problem-solving skills

* Able to sustain productivity in a fast-paced environment

* Strong customer-facing skills and ability to relay information with diplomacy

* Build and maintain positive relationships with clients and co-workers

* Proficiency in reporting popular reporting and analytics tools

* Familiarity of industry trends in software asset management, IT asset management, security, packaging and deployment/

* Ability to quickly grasp and become a technically proficient in Flexera s product suite

* Experience with Salesforce, Microsoft teams, Microsoft Excel, Lithium, Gainsight, and Jira is a plus.

Equal Opportunity. Flexera Software agrees that it does not and will not discriminate against any employee or applicant for employment because of race, color, religion, age, sex, handicap, national origin, or sexual orientation.

Keywords: Flexera Software, Asheville , Customer Success Manager, Executive , Asheville, North Carolina

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