Customer Success Manager

Arbox

Fort Lee, NJ

Job Overview

As a Customer Success Manager, you will champion the delivery of the Arbox solution for our clients, and own the customer relationship for full-cycle success from onboarding, success planning, value demonstration, retention, and technical support to Up & Cross-Sells.

You will be the trusted advisor our clients seek advice from to improve their customer experience and develop ongoing repeatable implementation and onboarding strategy plans from a data-driven mindset. You will understand their unique challenges and offer solutions leveraging the Arbox Platform. You will be expected to drive action plans from data-driven insights

Responsibilities and Duties

  • Own and manage your customer portfolio across the entire customer journey.

  • Onboard new and existing customers through the process which includes: onboarding, implementation/deployment, any API integration, reporting needs, ongoing maintenance and growth.

  • Act as the go-to resource to brainstorm and implement both business and technical solutions to address challenges including the ability to identify and suggest practices to suit the specific needs of customers

  • Assist the Arbox US Sales team to support up-sell /cross-sell opportunities, and then manage the configurations, driving them quickly to first value and assisting with training, troubleshooting and technical support, as needed

  • Partner with cross-functional teams to translate customer business needs and product feedback into product improvements.

  • Study, learn, and become a subject matter expert with our business, customers and their unique needs, our data, and visualizations.

  • Drive retention activities based on the client's situation

  • Fostering relationships through strategic partnerships

  • Be the first point of contact to handle and resolve client communications

  • Be the voice of the client, advocating within the organization for client requests, needs, and ideas across product, support, and sales

  • Help drive client case studies and testimonials


Qualifications

  • 1+ year of CRM / CSM experience

  • Last year student or newly graduated.

  • SaaS Sales or consulting experience is a plus

  • Passion and understanding for technology (Cloud Services & SaaS Solutions), CRM, and business (process) analysis

  • Organized and structured with excellent analytical and problem-solving skills with the ability to translate data into insights

  • Creative and empathic, with great communication skills

  • Fluent knowledge of written and spoken English is mandatory, other languages are an advantage

  • Excellent verbal and written communications skills

  • Superb presentation skills

  • Technical aptitude and the ability to pick up new technology quickly

  • Problem solver with Investigative skills

  • Individual contributor & team player

  • Bring your spark :)



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