Senior Customer Success Manager
Job Overview
The Client Success Manager is an integral part of the account management team and is responsible for developing long-term, trusted advisor relationships with assigned clients. This is achieved by maintaining a clear understanding of their client’s goals and objectives; analyzing data and delivering improvement to Client ROI and value drivers; strong internal and external communications; identifying revenue opportunities and enhancing profitability for both the Client and OnProcess. The role is considered an opportunity for individuals seeking advancement within the company.
Responsibilities and Duties
DRIVE CUSTOMER RETENTION & GROWTH
• Understand and memorialize updated Customer objectives for leveraging the platform / solution
• Support positive Onboarding of new customers
• Drive adoption and usage of platform features and functionality
• Monitor and proactively manage Customer Satisfaction
• Facilitate SOW renewals
• Revenue growth
CUSTOMER ONBOARDING
• Provide business requirements for program and participate in User Acceptance Testing (UAT)
• Facilitate training / certification on Agora DSI Portal features and functionality to customers
• Administer customer onboarding satisfaction survey
• Create and maintain updated Client Success Plans
MONITOR ADOPTION & USAGE
• Adoption: Time since last login, time logged in, # users logging in vs. expected, transactions
completed
• Features: Key features and functionality that drive retention (features used, how often, time since
last
usage, last time recommendations were approved, % recommendations approved)
• Monitor results vs. usage – how can improved adoption help our clients achieve their strategic
goals
• Monitor support tickets to understand customer experience and areas of opportunity for re-training
• Provide proactive re-training based on adoption / usage / support ticket data -or- based on
customer
request
• Coordinate closely with Product team to provide voice of the Customer
RELATIONSHIP MANAGEMENT
• Liaise between customer and the BTS and Product teams on issues, changes, enhancements
requested
by the customer
• Share product enhancement ideas based on customer interactions
• Monitor customer satisfaction ratings with Onboarding, Transactions, Service Requests, etc. and
share with
relevant teams
• Raise potential client risks based on monitoring / usage / value impact / customer satisfaction
• Create and deliver business reviews at regular intervals based on identified support segment
REVENUE GROWTH
• Monitor and facilitate SOW renewals, increase in licenses
*QUALIFICATIONS*
• Proven Customer Success in a SaaS environment or industry expertise preferred
• 5+ years plus in Customer Success manager, account management or project management role
• Demonstrated ability to communicate, present and influence credibly and effectively at multiple
levels of the organization
• Responsibility without authority; be able to manage through influence
• Ability to interpret and present data and results; process minded
• Analytical mindset with ability to use logical and critical thinking
• Proven ability to manage multiple projects at a time while paying strict attention to detail and exercise problem solving
• Proficiency in Microsoft Excel, Access, PowerPoint and Power BI
• Excellent verbal, listening, interpersonal, communication, negotiation and presentation skills
Education Requirements
Bachelor’s Degree
Experience Requirements
4+ years
About OnProcess
OnProcess is on a mission – to transform and drive the world’s circular service supply chains – for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world – both in the marketplace and in the workplace – is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.