Vistex - Customer Success Manager

Description:

We are looking for a creative, inspiring, and seasoned Customer Success Manager (CSM) who can independently manage and help grow clients in the APJ & MENA Region. As a CSM, reporting into the Director of Customer Success, you will work cross-functionally with multiple internal teams to ensure alignment with client goals and objectives.

What youll do:

- Own overall relationship with assigned clients. Drive proactive, strategic client management which includes increasing adoption, ensuring retention, and overseeing holistic customer satisfaction.

- Help to demonstrate and drive the value (ROI) delivered to our clients.

- Establish relationships with stakeholders and across the customer organization, planning and driving ongoing account strategy.

- Work with clients and internal resources to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.

- Proactively manage assigned clients to enable success throughout the customer lifecycle, ensuring best practices and methodologies that will drive client. engagement, business outcomes, and maintain renewal and retention rates.

- Establish a trusted/strategic-advisor relationship with key clients and drive continued value of our products and services.

- Understand and anticipate customer's needs and goals then track customer progress.

- Lead Voice of the Customer (VOC) initiatives in your region. Gather feedback and act as an advocate for your client-base with internal Support, Sales, and Product teams.

- Collaborate with Sales and other internal teams on customer interactions and engagements.

- Conduct regularly scheduled cadence calls and business reviews with customers to discuss overall account health, including benchmarking, adoption trends and best practices.

- Drive new business growth through greater advocacy and reference ability, working with Marketing to surface and celebrate our clients success stories.

- Help foster a culture of strategic Customer Success within the team and throughout Vistex.

Required Skill:

- Proficient in Salesforce & Microsoft Office (Outlook, Teams, Excel, Word and PowerPoint). Gainsight, Churnzero, or Totango experience a plus.

- Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with challenges / escalations.

- Excellent organizational, project management, and time management skills.

- Fluent English is must.

- Strong verbal and written communication skills and technical aptitude.

- Experience working with clients who are in an on-premise software environment.

- Min of 7 years experience in Customer Success or Account Management