If you said false, you may be in need of a Customer Success Manager (CSM). While this statement may not be quite so black and white, it is still absolutely necessary to have someone on your team who can mediate, counsel and empathize with both internal and external teams to ensure customer expectations of your product or service are met and (hopefully) exceeded. Check out jobs in Customer Success available at Microsoft. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Always send a customer service manager cover letter with your resume and job … Provide proactive strategy with their assigned customer accounts, Work with customers to ensure they are leveraging [redacted] effectively and finding value in our services, Become an expert in [redacted] and educate customers on the use and benefits of our products, Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues, Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development, Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth, Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes, Maintain a revenue base by managing account retention and renewal, Drive upgrade revenue through increased product adoption and increased usage, Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management, Possess strong phone, written and verbal communication skills with excellent presentation skills, Confident, high energy, self-motivated and a true team player, Experience working with senior and executive level customer contacts, Demonstrated ability and desire to work and excel in fast-paced environment, Excellent multitasking and project management skills, Understanding of Internet and web applications with a desire learn new technologies, Ability to understand and articulate [redacted], Must possess a proven understanding of [redacted]; prior experience in [redacted] preferred, Well-organized, with a high attention to detail and ability to prioritize, Experience with Gainsight and Salesforce a plus, Manage customer and partner activity, risks and growth opportunities in Customer Success Portal and submit accurate weekly forecasts to management, Conduct customer-focused channel partner QBRs (Quarterly Business Reviews), measuring partner performance against pre-established business metrics, Effectively plan and prioritize a high volume of [redacted] and customer activities and requests to manage customer issues / requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible, Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities. Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk. Here’s the job description that I created for the Director of one of our high-touch teams. If you know what you're looking for, feel free to skip ahead. Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes, Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction, Achieve / exceed target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS, Bachelor’s Degree (or equivalent work experience), 3+ years of experience in Customer Success, Consulting, Sales or related field, Exceptional client management and communications skills, Understand the [redacted] business model and have experience delivering and implementing [redacted] solutions for [redacted] customers, Willingness to travel to customer locations as needed, Strong presentation, meeting facilitation, and written communication skills, Experience working with reseller sales channel models a plus, Experience implementing customer solutions in a [redacted] capacity a plus, Perform initial on-boarding of accounts with [redacted] customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime, Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction, Serve as the [redacted] subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers, Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand [redacted] use throughout the account, Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from [redacted], Use usage patterns to gain insights, provide guidance and increase customer satisfaction, Serve as the primary interface to manage and resolve any critical situations, Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities, Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale, Exceed all performance targets, including maintaining high unit renewal rates, Account management experience, preferably for [redacted], Bachelor's degree in a relevant field is highly preferred, Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base, Outstanding multi-task task management skills across a varied set of responsibilities, Passion for working with [redacted] and a desire to deeply understand [redacted] benefits, use cases, and technical elements, Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises, Ability to build credibility and trust by understanding and addressing customer requirements, Willing to travel periodically based on customer and business need. 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