Customer Success Manager 🔥
- Responsible for daily delivery of Colibri Group solutions, acting as the daily point of contact and trusted advisor, with deep understanding of customers’ business goals and pain points
- Define success plans rooted in data, with clear deliverables for each assigned customer and ensure clear communication across the customer operational areas, ensuring best in class service
- Work with customers to help them extract maximum value from Colibri’s solutions to ensure high levels of program utilization while conducting consistent calibration sessions and business reviews
- Build a strong understanding of client and industry segmentation, behavior, and insights to drive customer lifetime value
- Ownership of customer engagement including onboarding, nurturing, customer upsell/cross-sell and renewals
- Establish, manage, and grow value-based relationships though exceptional communication and follow through to ensure customer satisfaction, resulting in high customer retention
- Serve as voice of the customer to prioritize feature requests and platform improvements during product discussions for Colibri to improve our business solutions using the customer feedback loop
- Responsible for account retention, growth, and upsell-cross sell
- Actively drive customer references and case studies
- Bachelors’ degree required
- Financial services experience preferred
- Experience providing SaaS customer-facing account management
- Project plan and management skills
- Proven ability to communicate, build, and maintain strong relationships at all organizational levels to promote customer success
- Strong work ethic and ability to manage high levels of volume across multiple customers and projects, with varying degrees of priorities, while fostering retention and loyalty in a fast-paced environment
- HubSpot, NetSuite and/or other CRM tools preferred
- PowerPoint, Word, and Excel mastery required
- Data driven account management & upsell/cross-sell/renewal required
- Lean process acumen – Sig Sigma background preferred
- Excellent verbal and written communication skills
- Ability to leverage your creativity, intellect, and results-oriented attitude to advance Colibri’s vision for the future