The core responsibility of the Customer Success Manager is focused on overall Customer Health and successful adoption of our products.
The CSM is focused on customer adoption, satisfaction, creating a referenceable customer base, and maximizing the customers product usage.
This also includes the ability to understand and address functional questions to encourage usage of the system to its full potential as well as to escalate issues that require more attention from the Digital Solutions team.
The position requires strong organizational skills, excellent communication, and product knowledge, also the ability to establish positive client and internal team relationships.
Job Duties / Roles Demonstrate an understanding of clients’ business while aligning products and service offerings to meet customers’ business goals.
Assist customers to achieve business objectives and drive value from the DS the products and services. Master the software and display an ability to understand customer business goals and show / explain system solutions in an advisor manner.
Build, maintain, and leverage strong relationships with the customer to influence solution adoption and increase the product usage.
Improve overall customer experience and wellbeing by monitoring overall customer health and manage company KPIs. Perform with a high level of autonomy, reporting to other internal DS teams regularly on customer status Monitor user behavior and communicate with the customer users to understand the needs and actively solve pain points.
Optimize the customer journey. Engage with the customer to ensure positive outcomes and identify opportunities for continuous improvement.
Responsible for SaaS light user onboarding and user training. Perform customer surveys working closely with the DS Marketing team to ensure customer satisfaction and adoption.
Assist in DS customer events (Webinars, User Groups, Customer Advisory Boards and User Conferences). Works closely with other DS teams to build a shared plan to meet the customers business objectives and needs.
Based on customer interactions, CSM will make recommendations to the Sales team for possible up-sell activities to include services and add-ons.
Build relationships with the customers to obtain user stories, references, testimonials and to make our customer passionate advocates of our solutions.
Develop account success plans for existing clients and new clients. Stay current on product features, product best practices, and product roadmap for assisting the customer meet business objectives.
Stay current on the assigned customers market, industry knowledge, competitive market, and the DS brand knowledge. Qualifications Ability to converse with users at all levels, including executive or owner level Strong oral and written communication skills Ability to map the customer’s business process to product capability Ability to analyze complex situations, development actions plans and lead resources to achieve key objectives Working knowledge and understanding of Microsoft Word, Excel, PowerPoint, Dynamics CRM, and customer success platforms Must be able to travel frequently to visit clients.
Working knowledge of the ABS Health, Safety, Quality and Environmental Management System. Minimum years of Experience Typically requires a minimum of three (3) years of customer success management or account management experience.
Required / Preferred Education Requirements Bachelor's degree or appropriate experience required. Required / Preferred Professional Requirements Maritime industry experience is preferred.
SaaS customer experience is preferred. Project Management experience preferred. Experience delivering customer value through a similar role.
ABS Digital Solutions is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant on the basis of race, color, creed, religion, national origin, sex, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws. ABS Group