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Job Description
Customer Success Manager (CSM) Job Description
Manage customer relationships, drive adoption, and deliver value to clients through strategic post-sales activities, product knowledge, and relationship-building.
About Camera Matics
Camera Matics is a vehicle operations cloud platform that empowers mobile workers, fleet managers, and others to digitize and automate manual processes.
Responsibilities
- Manage all strategic post-sales activity for Camera Matics customers through progressive adoption activities, relationship-building, product knowledge, planning, and execution.
- Maintain a deep understanding of the Camera Matics product portfolio and speak with customers about the most relevant features/functionality for their specific business needs.
- Ensure that a plan is in place with each customer to drive positive outcomes and improve the time value is realized from our solutions.
- Increase customer retention by conducting regular check-in calls for tactical items and perform strategic business reviews.
- Seek out expansion, cross-sell, and up-sell opportunities through intimate knowledge of our customers' business, roadmap, strategies, initiatives, goals, and articulate how Camera Matics solutions can help them achieve their business outcomes.
- Monitor accounts to identify churn risk and work proactively with the broader account team to eliminate that risk and guide our customers to a successful renewal.
- Partner with our professional services team to engage with customer executives and line-of-business stakeholders.
- Analyze usage patterns, KPIs, and other methods to provide insight that shows the ROI achieved through the use of our solutions.
- Develop strong relationships with Sales, Customer Care, E-Learning, Product Solutions, and Operations to ensure alignment and partnerships to support sales through services selling.
- Be able to communicate technical concepts in business or technical terms and manage tier 1 support levels without needing to raise support tickets.
- Partner with Customer Support to ensure appropriate knowledge transfer is conducted and to support the team when challenges arise.
- Work closely with Product, Customer Care, Engineering on identification and tracking of enhancement requests and bugs.
- Function as the "voice of the customer" and provide internal feedback on how Camera Matics can better serve our business and the customers.
Qualifications and Skills
- Prince2 or degree preferred.
- Strong commercial understanding and experience in managing a PnL.
- 5+ years prior CSM or account management experience.
- Strong communication skills and technical aptitude.
- Familiarity with Salesforce, CSM/CRM tools, and other Software-as-a-Service is a plus.
- Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation strategies.
- A real go-getter who takes the initiative to get things done.
- Enjoys working closely with customers to deliver value and outstanding experience.
- Self-motivated with the ability to own and drive initiatives to completion.
- Background in the Media & Entertainment industry and knowledge of tools used for music and video creation and production is a plus.