Job type contract
Full job description
Focuskpi, incIs looking for a lead customer success manager to work for our top-tier tech clientThe lead customer success manager (csm) partners closely with sales team and cross-functional partners to ensure global clients achieve a significant return on and drive business success with their investment.
Work location: remote
Duration: 12 months contract with potential for conversion
Support the global client director to create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input
Agree business objectives and goals with customer in order to build measurable success plans, set cadence of communication to deliver roi and operational reviews.
Maintain an effective account governance process in collaboration with customer key stakeholders as well as the global internal account team
Partner with the global client director/executives on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk
Create and execute large, complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale
Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
Develop new and innovative ways to share relevant data and insights that’s impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as strategic business reviews
Drive greater customer engagement across complex, global accounts by applying data insights, product and industry expertise
Leads collaborations across multiple teams and regions to drive impact.
Mentor junior ic roles to help achieve professional development in order to meet client and internal needs
Continually work to evolve and improve customer success discipline within and across global clients cso
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
Maintain an understanding of linkedin products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
Interpret customer insights to drive change in product and act as voice of customer to pmm / product team
Drive ideas and adoption of celebrating customer wins
Act as a change agent for internal (systems & process) and external (product & workflow) change management
6+ years of customer success, account management, training, hr consulting and/or talent management / recruiting experience
2+ years supporting fortune 500 accounts / global clients
Recruiting or other applicable talent experience
Strong verbal and written communication skills and technical aptitude
Experience in analyzing company performance to build measurable customer success/project goals
Excellent organizational, project management, and time management skills
Experience analyzing data, trends and client information to identify product or service growth opportunities
Proficient in microsoft office (outlook, excel, word and powerpoint)
Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
Proven ability to influence through empathy, negotiation and consensus building
Focuskpi hiring team
Founded in 2010, focuskpi, inc(focuskpi) is a data science and technology firm specializing in predictive analytics practice and methodologiesFocuskpi is a us company headquartered in silicon valley, california with an east coast office in boston, massachusetts.