Rocket Software - Honolulu, HI
posted 4 months ago
The Senior Customer Success Manager at Rocket Software is a pivotal role within the Customer Success team, embodying the core values of the company in every interaction. This position is designed for an experienced professional who is passionate about customer satisfaction and is committed to ensuring long-term success for clients. The Senior CSM will take ownership of customer interactions, striving to resolve issues and enhance the overall customer experience. This role requires fostering strong internal relationships to support customer needs and acting as a bridge between customers and internal teams to promote transparency and continuous improvement. At Rocket Software, we prioritize our customers above all else, and the Senior CSM will play a crucial role in delivering a differentiated customer experience. With a Customer Satisfaction score of 94% and an industry-leading NPS score, our commitment to customer care is validated by our clients. The Senior CSM will engage with Mobius customers, ensuring they derive maximum value from their investments in Rocket products. This involves tracking customer successes, understanding their business objectives, and regularly reviewing their needs to align our services with their goals. The role also includes mentoring team members and assisting with Rocket processes and inquiries. The Senior CSM will work closely with account teams, understand customer environments, document product usage, and build strong relationships within customer accounts. They will collaborate with various internal teams, including Product Specialists and Retention Marketing, to drive customer engagement and advocacy. This position is an excellent opportunity to impact the Customer Success organization and contribute to our growth goals for customer renewals and expansions.