Customer Success Manager I

Vorys Brothers - Akron, OH

Full-time - Entry Level

Akron, OH

Wholesale Trade Agents and Brokers

About the position

The Customer Success Manager I at Precision eControl is responsible for fostering strong relationships with assigned customers to ensure their satisfaction and retention. This role involves onboarding, training, and providing strategic advice to customers while collaborating with internal teams to enhance customer experience and drive growth.

Responsibilities

• Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, product recommendations, retention, and satisfaction.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services to customers.
• Communicate effectively with both internal and external senior managers and leaders to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain and analyze existing customer-success metrics and data as directed.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it's supported, and use a consultative approach to help customers overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with the Product team to effectively solve customer's problems.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content.
• Work with sales and marketing teams to boost customer referrals and develop case studies.

Requirements

• Proven work experience as a Customer Success Manager or similar role.
• Experience working with brand image and promoting value through customer experience.
• Ability to build credibility and trust by understanding and addressing customer requirements.
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises.
• Ability to work with online marketplace/ecommerce data, identify/define opportunities for/inhibitors to sales and profitability growth by establishing facts, drawing conclusions and translating them into meaningful, valuable, actionable insights presented in a professional, easy to understand and compelling way.
• Ability to leverage advanced analytical concepts to improve business outcomes.
• Strong listening, planning, analytical, project management, decision-making, written and verbal communication and consulting skills.
• Detail and big picture oriented.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Nice-to-haves

• Minimum of two years of experience in account management, customer success, ecommerce or related field preferred.