Customer Success Manager

POSITION SUMMARY

This position supports one of our portfolio products, AccessIt Library. The Customer Success Manager is responsible for ensuring strong partnerships with key Follett Software customers including building strong relationships with key customer stakeholders resulting in increased customer satisfaction, retention and lifetime value of the customer. This position is the strategic resource and main point of contact for customers in an assigned geographic territory (book of business). This position provides best practices and drives the adoption and renewal of the Follett Software solutions.

This role is responsible for managing the renewal transaction with the customer and establishing post-sale customer relationships to drive satisfaction, retention, advocacy, referrals, and upsell opportunities. Key responsibilities include proactively managing accounts to ensure customers maximize the value of Accessit and Follett solutions, and overseeing renewals for all assigned accounts in their book of business.

POSITION SCOPE

• Own the end-to-end renewal process for assigned customers in their book of business including ensuring the creation, accuracy, and timely submission of renewal quotes and invoices and work closely with Renewal Operations and Finance to minimize customer attrition and ensure customers renew on time.
• Utilize Salesforce CRM to record all customer touch points and manage the renewal opportunity/order for each customer.
• Build cross-functional relationships with key functions with Follett (Sales, Professional Services, Support Software Development, and Marketing) in support of the Customer.
• Build and maintain strong relationships with key stakeholders from each Customer account to ensure they see value in their investment and have intent to renew and/or expand their relationship with Follett.
• Act as a trusted advisor, providing best practice guidance on how to best achieve their goals using the software that they purchased.
• Stays informed of all customer escalations and support issues and when directly engaged, conducts initial problem assessment, gathers relevant context and business impact, de-escalated where needed and works with other functional areas to ensure issues are clearly defined and prioritized and the customer is getting the support they need to have issues resolved and to be successful.
• Understand market challenges and trends and ensure Follett solutions are best positioned to support the needs of the Customer.
• Have regular cadence calls with key Customers to assess usage and customer needs and uncover any barriers to adoption and works with cross-functional teams to address any outstanding issues that may exist.
• Identify upsell/cross-sell opportunities and provide those leads to Sales for follow up.
• Attend user groups, roadshows, and other customer-facing events as-needed to drive deeper engagement and partnership with customers in assigned geography.
• Execute targeted outreach programs to drive customer engagement and satisfaction.
• Share best practices and thought leadership both internally and externally.
• Serve as a customer advocate by sharing customer feedback with the Product organization to influence product roadmap and initiatives.
• Collaborate with other Customer Success Managers to develop and refine strategies for customer engagement and retention.
• Attend training sessions to enhance product and process knowledge and engage in ongoing professional development.
• Other duties and tasks as assigned.

QUALIFICATIONS

• Bachelor’s degree or equivalent in Business, Library/Information Science, Education, or related field, or equivalent work experience preferred.
• 3-5 years’ experience in customer success/account management in support of revenue clients is necessary.
• Experience working in a school or the education market is preferred.
• Experience working with Salesforce CRM is preferred.
• Proven successful experience in customer success/account management in support of large revenue clients is necessary.
• Exercises independent judgment and empowered to implement solutions to service the customer.
• Proven experience communicating to C-level executives effectively.
• Self-starter, positive, creative problem solver.
• Ability to manage multiple customers' demands with excellent time management and interpersonal skills.
• Strong decision-making abilities.
• Strong organizational and project management skills.
• Adaptable problem solver: Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Customer-centric: Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
• Team player: Can build strong relationships with others across the organization, preferably in a global matrix environment.
• Proven experience collaborating with diverse stakeholders.
• Proficient PC and technical/software skills.

WORK ENVIRONMENT

• This role is hybrid (in office and remote) and only open to candidates currently located in Australia or New Zealand and able to work without sponsorship. 
• It requires a suitable space that provides a private and quiet workplace. 
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. 

PHYSICAL REQUIREMENTS

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.
• Travel requirements: Minimal (less than 10%)