Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring the success of OpenTech's products and services within a designated group of accounts. This role focuses on customer retention, understanding client needs, and promoting product best practices. Key responsibilities include identifying and addressing customer challenges, building strong relationships, and introducing tailored solutions to enhance customer satisfaction and drive product adoption. The CSM is pivotal in fostering long-term client partnerships and ensuring overall customer success.Essential Job FunctionsMaintaining and balancing the workload of the inbound call and email queue.Assisting with accurate and on-time weekly report generation for KPI MetricsCoordinates with other departments to understand and meet their requirements.Create and retain customer loyalty through proactive customer partnershipsOversee onboarding with sales, accounting, setup, support, developmentAdvocate, connect, and marshal resources to troubleshoot and solve challengesUnderstand and define what success looks like for each customerCoordinate data collection and reporting for proactive engagementUnderstand and communicate value-added solutions, cross-selling and up-sellingUse advanced CRM engagement tools to manage the customer experienceAssist with and delegate escalations of difficult issues from other team membersManaging and delegating the workload of backlogged tickets Ensure system updates (CRM) with all interaction; operational, personnel & success metrics for customersAbility to multi-task, understanding how to prioritize competing dutiesProactively contacts, educates, and develops relationships (i.e. network) with employees of other companies in the self-storage industryProactively identifies unmet needs within our customer baseSome travel is required for this roleCharacteristicsAccountable, a self-starter who works well independently and collaborativelyOrganized, with attention to detail and the ability to prioritize tasksEmpathetic, a good listener with a desire to help customers succeedFlexible and able to operate effectively in a culture of changePositive, with a can-do attitude and willingness to put in effort to meet goalsLifelong learner, open to new information and processesProfessional, looking for a long-term career and not just a jobConfident, welcoming of new ideas and feedback, and willing to contributeResponsible, understanding the role is critical to company success

Created: 2025-02-09