- Ensure customer data base is updated upon receipt of payment from new customers and the right product configuration is made available
- Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
- Actively monitor the health of assigned customers across tiers and ensure the right proactive interaction is in place (including digital) to maintain customer retention and identify opportunities to unlock further value for them
- Identification of incremental up-sell/cross-sell opportunities with existing customers including products, add on's, integrations and services opportunities, create quotes and services and see these through to implementation
- Maintain assigned customer profiles ongoing including site count, point of contact, product configuration and/or change in licence and removal of any churned customers
- Work with the Manager, to improve business processes that improve our ability to support our customers effectively and achieve productive use of all Follett products and services
- Ensure consistent post-implementation management of assigned accounts' support, customer service, training, and project engagements to grow and improve our partnerships with those customers.
- Guide and manage customer issues through appropriate escalation channels to a final and satisfactory resolution.
- Identify and leverage resources and individuals across FSS to enhance the quality, efficiency, and effectiveness of solutions and responses to customer needs.
- Establish effective working, collaboration, and sharing relationships throughout departments and FSS groups.
- Monitor, facilitate, and report on renewal rates of assigned customers.
- Monitor and report support we have provided in support of and leading to annual account review meetings.
- Provide data and input to describe trends and findings in support of RCA; identifying areas where we have excelled and areas where we can improve.
- Work as a subject-matter expert and leader on customer-relationship activities that may involve implementation, account management, and ongoing support aspects.
- Identify, communicate, and offer suggestions on process, policy and best practice improvements to benefit customers' relationships; troubleshoot and resolve customers' issues.
- Identify, troubleshoot, and resolve customers' issues between the customer and the company.
- Understand and communication customer requirements to Product Management in the form of enhancement requests.
- Create Oracle or Zoho Service Requests for all customer interactions (and escalations when appropriate).
- Balance often-competing priorities of all assigned accounts.
- Report ongoing progress/status of issues to customers and management on regular basis; provide performance and call reports to customer accounts as needed.
- Attend and complete training sessions to enhance product and process knowledge.
- Attain subject-matter-expert knowledge level of products for customers, peers, and internal departments.
- Continuous improvement of skills through ongoing learning efforts.
- Contribute to suggestions for improved processes and procedures as required.
- Develop and foster professional relationships with other Follett Companies and third-party vendors
- Train and mentor other support personnel as required.
- Occasional travel as needed.
- Create, maintain, add articles and processes to knowledge base.
- Attend periodic departmental meetings as required.
- 5+ years of proven successful experience in customer success/account management in support of revenue clients is necessary. Self-starter, positive, creative problem solver. Ability to manage multiple customer demands.
- Proven client management skills
- Excellent time management and interpersonal skills
- Strong decision-making abilities, organizational skills
- Project Management experience
- Strong troubleshooting and analytical ability
-
Customer Success Manager
20 hours ago
Harris Computer Systems Raleigh, United StatesSilverblaze is looking for a Customer Success Manager to join our team · Join our dynamic team as a Customer Success Manager and play a pivotal role in shaping the customer experience at our organization. We are seeking a skilled and motivated individual who is passionate about d ...
-
Customer Success Manager
20 hours ago
Cato Networks LTD Raleigh, United StatesAs a Cato Customer Success Manager , you will be a trusted advisor to our top customers from deployment and throughout their journey to renewal. In this role you will inspire and support customer adoption and expansion and use your customer facing and technical acumen to lead our ...
-
Customer Success Manager
20 hours ago
Relay Raleigh, United StatesRelay, a Raleigh-based tech startup, is looking to change the way we communicate. We're on a mission that matters. · Frontline workers are the lifeblood of our economy and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solut ...
-
Customer Success Manager
1 week ago
WingSwept Raleigh, United StatesWingSwept is seeking a dynamic professional with exceptional communication and relationship building skills to act as the primary liaison between WingSwept and our growing client base. The candidate should have a proven record of leveraging IT knowledge and business acumen to hel ...
-
Senior Customer Success Manager
1 week ago
Global Payments Raleigh, United States Full timeEvery day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions an ...
-
Product Manager, Customer Success
1 week ago
Trellix Raleigh, United States Paid WorkJob Title: · Product Manager, Customer Success · Role Overview: · to be added · DESCRIPTION · The Product Manager, Customer Success position is a strategic, high-visibility role curating and scaling an industry-leading customer experience. In this role you will work cross-functio ...
-
Manager, Customer Success Austin
1 week ago
MongoDB Raleigh, United StatesThe worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion ...
-
Customer Success Manager
21 minutes ago
WingSwept Garner, United StatesWingSwept is seeking a dynamic professional with exceptional communication and relationship building skills to act as the primary liaison between WingSwept and our growing client base. The candidate should have a proven record of leveraging IT knowledge and business acumen to hel ...
-
Customer Success Manager
1 week ago
Medicom Raleigh, United StatesMedicom Technologies, Inc. is a healthcare technology company that is passionate about improving patient outcomes by eliminating health data silos and facilitating data curation. With thousands of connections and participating organizations, Medicom Connect creates bridges for di ...
-
Customer Success Manager
1 week ago
Clarivate Analytics US LLC Raleigh, United StatesEx Libris, a Clarivate Company, seeks a dynamic Customer Success Manager (CSM) to join our esteemed global Customer Success team. In this pivotal role, the CSM collaborates closely with our Consortia customers utilizing Ex Libris software, dedicated to fostering their success and ...
-
Customer Success Manager
1 week ago
TopQuadrant Raleigh, United StatesOur team is looking for an Customer Success Manager focused on managing and expanding our footprint at key strategic accounts. You will be responsible to built relationships across our customer's organization, and raise awareness of our flagship product, TopBraid EDG. As an early ...
-
Customer Success Manager
2 weeks ago
Zscaler Raleigh, United StatesAbout Zscaler · Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company's cloud-native platform that protects thousands of customers from cyberattacks and data l ...
-
Dealer Success Manager
4 days ago
Capital One Financial Corp Raleigh, United StatesRecruiting: Sales - NC - Raleigh, United States of America, Raleigh, North Carolina · Dealer Success Manager - Raleigh, NC · As a Dealer Success Manager, you will create and modify processes while collaborating with forward thinking leadership to influence results that have a d ...
-
Customer Success Manager
1 week ago
Money Fit by DRS Raleigh, United States: · TARGAN is looking for a Customer Success Manager (CSM) who will drive high customer experience and satisfaction levels to meet expected targets for revenue & profitability The CSM is overall responsible for the relationship and management of the customer at the hatchery leve ...
-
Customer Success Manager, Remote US
20 hours ago
Carrier Raleigh, United States**Country:** · United States of America · **Location:** · CANCO: Carrier-Home North Carolina Remote Location, Remote City, NC, 27006 USA · Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workfor ...
-
Customer Success Manager
3 weeks ago
Crimson Education Raleigh, United StatesCrimson Education provides students with ambitions to embark on the world's most competitive university and career pathways with holistic tutoring and mentoring programs, delivered by a personalised, high performing team. Services include in-depth US and UK university admissions ...
-
Partner Success Manager
5 days ago
Cytracom Raleigh, United StatesAbout Us: · Located in the Dallas - Fort Worth Metroplex, Cytracom has evolved from an established VoIP provider of business voice services sold through IT channels into a rapidly growing UCaaS provider that will DOUBLE in size this year Communication is a critical component for ...
-
Dealer Success Manager
3 weeks ago
Capital One Raleigh, United States Full timeLocations: Sales - NC - Raleigh, United States of America, Raleigh, North Carolina · Dealer Success Manager - Raleigh, NC · As a Dealer Success Manager, you will create and modify processes while collaborating with forward thinking leadership to influence results that have a dire ...
-
Senior Customer Success Manager
2 weeks ago
Trellix Raleigh, United StatesJob Title: · Senior Customer Success Manager · Role Overview: · The Senior Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. The CSM must be comfortable consulting with customers at every level with t ...
-
Customer Success Field Manager
1 week ago
Cengage Group Raleigh, United StatesWe believe in the power and joy of learning · At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their ...
Customer Success Manager - Raleigh, United States - Follett Learning
Description
Position Summary:
The Customer Success Manager will support the Master Library products that are part of the Follett School Solutions product portfolio and is responsible for ensuring strong partnerships with key Follett School Solutions customers across United States, Canada, UK and wider Northern Hemisphere including building strong relationships with key stakeholders at the account resulting in increased customer satisfaction, retention and referenceable districts to support sales. This position is the main point of contact for key customers to drive industry best practices and the evolution of Follett product and services integral to the customer's success. They serve as the main contact for all customers' issues as related to ongoing service and support, managing the customers' expectations, and implementing action plans where needed.
The Role:
Qualifications: