Point Of Rental Software - Fort Worth, TX
posted 3 months ago
As the Manager of our Customer Success Department at Point of Rental Software, you will lead a dedicated team of Customer Success Managers who are committed to being trusted advisors to our customers. Your primary goal will be to help customers succeed with our products, ensuring they derive maximum value throughout their journey with Point of Rental. This role is pivotal in understanding customer requirements, driving product adoption and retention, and delivering an exceptional experience with every interaction. You will report directly to the Global Manager of Customer Success and collaborate with various stakeholders across the organization, including Support, Professional Services, Sales, Marketing, Product Development, Software Development, and Finance. In this role, you will manage a team of Customer Success Managers, guiding them in building and maintaining customer health metrics. You will communicate these success metrics to company stakeholders and oversee post-sales activities for assigned customers. This will involve strong relationship-building, in-depth product knowledge, and effective planning and execution. Developing a trusted advisor relationship with customers is essential, ensuring that their goals align with our business strategy and that success metrics are clearly identified. You will work closely with Account Managers to create joint success plans for customers, driving satisfaction, adoption, and retention while reducing churn. As the 'voice of the customer', you will provide internal feedback on how Point of Rental can enhance its services to maximize client value. Regular check-in calls and Quarterly & Strategic Business Reviews will be part of your strategy to increase customer retention and ensure alignment. Additionally, you will collaborate with Product and Development teams to track feature requests and handle escalations by following up on open cases, ensuring issues are resolved efficiently. Your role will also involve participating in improvement initiatives for customer engagement and account management approaches, as well as identifying consulting opportunities to further enhance customer success.