Description
In this role as a Customer Success Manager, you will be responsible for ensuring customers have a positive experience with a company's product or service, from the moment they become aware of it to the day they decide to purchase. You will help improve customer happiness and loyalty, which can lead to increased revenue by reducing churn rates, improving renewal, and satisfaction
Role and Responsibilities:
- Post-Sales Strategy: Own the customer’s overall adoption strategy, building & maintaining the customer’s comprehensive value delivery plan to achieve the stated objective
- Post-Sales Account Management: Own, lead & orchestrate end-to-end adoption delivery, from planning to realization, coordinating across the various internal and external workstreams to ensure timely and successful implementation of automation solutions
- Value Fluency & Management: Understand and advise the customer on how best to define, deliver & realize value that aligns with their stated objectives
- Operational Excellence: Develop and maintain workstream plans, timelines, and deliverables, and ensure adherence to success milestones
- Client Engagement: Serve as the primary point of contact for clients, building and nurturing strong relationships. Understand client needs and requirements, collaborate with cross-functional teams to tailor success strategies accordingly
- Executive Client Relationship Management: Cultivate and sustain strategic relationships with key clients, becoming a trusted advisor on automation strategies
- Collaborate closely with clients to understand their strategic goals and tailor automation solutions to maximize business impact
- Operational & Technical Expertise: Possess an understanding of automation technologies and the operational, technical & change management best practices required to execute successfully and drive transformation
- Innovation and Thought Leadership: Stay abreast of industry trends, emerging technologies, and best practices in automation. Contribute to the development of thought leadership content and share insights with clients to drive innovation
- Team Collaboration: Collaborate with internal technical teams, sales teams, and other stakeholders to ensure a unified, customer-centric approach.
- Experience as a CSM or in a similar customer-facing role
- Prior cybersecurity experience required; technical experience in threat intelligence preferred
- Excellent oral presentation and customer interaction skills
- Technical and troubleshooting skills in at least one software application or technology
- Proven track record of Technical Account Management or relevant experience
- Experience in managing multiple stakeholders and projects
- Customer-oriented, attentive listener
- Critical thinker and problem solver
- Team player with good time-management skills
- Strong interpersonal and communication skills
- Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
- Self-motivated, able to take the initiative with minimal need for supervision.
- Effective communication skills for technical and non-technical audiences
- Highly motivated, organized, and methodical, but can handle change in stride.
- Analytical and proven problem-solving skills
- High emotional IQ
- Excellent organizational and time management skills
- Demonstrated willingness to dive into the details to guide projects to completion.
- Team orientation rather than an individual contributor
- Insatiable work ethic
- Hiring now for an immediate start
- Salary: Competitive pay determined by level and experience
- Benefits: Healthcare, relocation, vacation, holidays
Skills Required
- Experience as a Customer Success Manager or similar customer-facing role
- Prior cybersecurity experience
- Technical experience in threat intelligence
- Excellent oral presentation and customer interaction skills
- Technical and troubleshooting skills in at least one software application or technology
- Proven track record of Technical Account Management or relevant experience
- Experience managing multiple stakeholders and projects
- Experience with sales/CSM software such as Salesforce or ChurnZero
- Strong interpersonal and communication skills; customer-oriented
- Time-management, organization, and teamwork skills
What We Do
WonderBotz was founded by two former Big4 Partners who knew there was a better way to solve business challenges using Intelligent Automation. Over time, these values have translated into several award-winning F&A solutions and a globally recognized boutique firm made up of some of the best and brightest talent in the RPA and Intelligent Automation space. Our offerings include: ✔Fully Managed RPA as a Service (RPAaaS) ✔Finance & Accounting Solutions as a Service ✔Hosted Cloud & Migration Services ✔Traditional RPA License Resellers (VAR) ✔IA Training & Enablement ✔RPA Professional Services ✔Staff Augmentation & Developer Podz ✔OCR, IDP, NLP, ML & AI Advisory & Implementation We believe in "Restoring Humanity. Now." The future of employee connectedness, innovation, and passion have been stifled by workplace monotony and inefficiencies. Now more than ever, we believe that restoring humanity in business is critical to organizational success, talent retention and acquisition, and crucial to maintaining a competitive advantage.
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