Certifid - Grand Rapids, MI
posted 4 months ago
CertifID is seeking a dynamic and accomplished Senior Customer Success Manager with a proven track record of managing Enterprise customers. In this role, you will serve as the primary point of contact and Customer Advocate for a portfolio of our most strategic enterprise accounts. Your responsibilities will include leveraging proactive high-touch methodologies to guide customers through onboarding to adoption, ensuring that they receive the highest level of service and support throughout their journey with CertifID. This position demands a combination of curiosity, problem-solving, and program management skills, as you will be tasked with understanding customer needs and delivering tailored solutions that drive value and satisfaction. As a Senior Customer Success Manager, you will manage a book of business consisting of CertifID's largest strategic customers. You will develop and maintain strong relationships with decision-makers and key stakeholders within these accounts, including C-suite executives. Your role will involve partnering with the sales team to ensure a smooth transition from sales to implementation, and you will collaborate closely with customers to gain a comprehensive understanding of their existing workflows, pain points, and priorities. By presenting customized solutions, you will help customers achieve their goals and maximize their investment in CertifID's products. You will deliver a seamless white-glove onboarding experience, working closely with customers from project kickoff through comprehensive employee training and beyond. Additionally, you will create and execute strategic success plans to maximize customer adoption and ensure ongoing success with CertifID. Regular touchpoints will be essential to drive value and ROI, and you will package resources from successful engagements to share across the team, increasing efficiencies and overall customer satisfaction. Your responsibilities will also include conducting regular virtual and in-person check-ins, business reviews, and customer training sessions. As a subject matter expert on CertifID's products, you will stay up to date with industry trends and best practices to provide strategic guidance as a trusted advisor. You will proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks. Furthermore, you will act as the customer advocate and liaison between customers and CertifID's Product Team, translating business requirements into enhancements. As a critical part of your Enterprise Customer Portfolio, you will mentor and coach junior members of the customer success team, fostering their professional growth and development. You will oversee their work to execute implementation activities and manage concurrent work, ensuring that the entire team is aligned and working towards common goals.