Customer Success Manager

Job Overview As a Customer Success Manager you will be the main point of contact for our customers, guiding them through the process of onboarding, implementation, training, and on-going adoption of our services and product suite. As part of the Operations team, you work collaboratively across the organization to ensure on-time delivery of programs, including mystery shopping, operational audits and customer-satisfaction surveys. Responsibilities and Duties Overall Responsibilities: Own the customer relationship post sales Develop a trusted advisor relationship with customers Provide appropriate business outcomes to ensure the achievement of customer goals Ensure customers receive value through business insights not just data Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success Appropriate level of client engagement as per Intouch’s client classification Manage Hubspot as appropriate Effectively manage monthly customer invoicing in a timely manner Forecast customer volumes and track monthly project achievements. Complete contract renewals, as applicable Proficiency in market research principles and concepts Customer Intake: Complete full range of onboarding functions and duties as outlined by your BU’s workflow Complete presentations and trainings of our product suite Collaborate with the customer and internal team in development of questionnaire using market research best practices Manage appeals process and client issues Maintain and own project timeline Determine client reporting needs and assist in creating custom dashboards and reports as needed Ongoing Customer Journey: Educate customers on continuous platform improvements Promote cross-platform usage of products to find opportunities for upsell/cross sell Increase revenue of current client portfolio Other duties as appropriate to represent our Vision, fulfill our Mission, and live by our Values and g