Customer Success Manager (Remote)
Parallel
New York, New York
- As the primary point of contact, build strong post-sale customer relationships focusing on customer's needs, goals, and district initiatives.
- Manage the customer cycle from implementation and onboarding through renewal conversations, negotiation, contract and signature for new and returning customers.
- Provide outstanding service to new and long-standing customers by attending closely to concerns and escalations and developing solutions.
- Facilitate onboarding including the creation of implementation goals and action plans.
- Proactively identify client needs regarding implementation gaps to develop and communicate additional action items and resources to ensure continuity of services.
- Analyze client metrics to track implementation, success and progress toward goals.
- Schedule and facilitate regular status meetings to share data, review progress, identify next steps to reach desired outcomes, and obtain feedback.
- Ask probing questions to determine additional opportunities and manage those opportunities through closing the deal.
- Communicate cross-collaboratively with internal teams to provide exceptional service.
- Maintain up-to-date customer records and customer interactions in Salesforce.
- Document customer success stories to share with internal teams.
