Customer Relationship and Success Manager, Product Team

$110,000 - $120,000/Yr

Ecg Management Consultants - Chicago, IL

Full-time - Senior

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Customer Relationship and Success Manager for the Product Team at ECG Management Consultants plays a crucial role in managing and nurturing relationships with subscribing customers. This position focuses on ensuring that clients derive maximum value from their subscriptions, optimizing product usage, leading renewal efforts, and collaborating with internal teams to enhance product offerings. The role is pivotal in driving customer satisfaction, retention, and revenue growth within the healthcare consulting sector.

Responsibilities

• Manage the entire post-sale life cycle of subscriber relationships, ensuring proactive engagement to maintain satisfaction and improve retention.
• Lead renewal and renegotiation processes with subscribers to maximize retention and revenue.
• Collaborate with subscribers to understand their needs and ensure they fully utilize product features to achieve business goals.
• Coordinate the onboarding process for new subscribers, ensuring smooth product setup and integration into customer workflows.
• Serve as the primary point of contact for subscriber inquiries, providing expert-level support and resolving issues efficiently.
• Develop and maintain strong relationships with subscribers by delivering exceptional service and value.
• Establish a feedback loop with subscribers to gather insights for product enhancements and customer success strategies.
• Meet or exceed subscription renewal revenue targets by implementing effective account management strategies.
• Prepare and present reports on subscription revenue, renewal rates, and key metrics to internal stakeholders.
• Advocate for user needs to the product team, ensuring user voices are heard in strategic planning.

Requirements

• Bachelor's degree in marketing, business administration, communication, liberal arts, or a related field.
• Four or more years of experience in customer success, account management, or client relationship management within the technology product sector.
• Proven track record of meeting or exceeding customer success and retention targets.
• Excellent communication, presentation, and facilitation skills.
• Strong issue resolution and conflict management skills.
• Proficiency in CRM software and tools such as Microsoft Dynamics, Salesforce, ServiceNow, and Jira.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Nice-to-haves

• Experience in healthcare, IT, or SaaS industries.
• Experience specifically with Microsoft Dynamics or ServiceNow.

Benefits

• Health insurance
• Unlimited paid time off
• Dental insurance
• Vision insurance
• 401(k) matching