As a Customer Success Manager at Slimstock DMCC, you will be responsible for building and maintaining strong, long-lasting relationships with our customers. You will serve as one of the points of contact, helping customers understand and utilize our products effectively, addressing their needs, and ensuring their overall satisfaction. Your role is crucial in driving customer retention and advocating for our customers within the organization.
1. Collaborate to formulate and execute account plans for your designated accounts.
2. Internally partner with the broader account team to pinpoint potential cross-selling and upselling opportunities, ensuring seamless renewals.
3. Cultivate relationships with key stakeholders within the customer’s organization to enhance the customer experience and address any concerns.
4. Stay updated on sub-industry trends and events to facilitate effective communication with customers, and grasp their challenges, concerns, and opportunities.
5. Familiarize yourself with Slimstock products and their potential for problem-solving and value creation for customers.
6. Conduct regular business reviews to drive customer adoption and value.
7. Articulate and communicate the return on investment (ROI) for customers both internally and externally throughout their lifecycle.
8. Act as an internal customer advocate within Slimstock, collaborating with various cross-functional teams.
9. Adhere to internal processes to enhance customer satisfaction, increase retention, and mitigate risks.
10. Foster and maintain Customer Reference status and encourage reference-related activities.
11. Collaborate with the Sales team to identify and support cross-selling and upselling opportunities that enable customers to unlock additional value through Slimstock.
12. Manage customer escalations related to Slimstock matters, encompassing value, consumption, and adoption, and liaise with internal departments as needed.
13. Serve as a valuable source of information about customer business needs and relay customer feedback to Product Management, Sales, and Marketing.
14. Showcase the value of the software to the customer and communicate it internally within the customer organization.
• Bachelor’s degree in Supply Chain/IT or equivalent work experience.
• Proven experience in customer success, account management, or a related role.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to build and maintain relationships with diverse customers.
• Excellent organizational and time-management abilities.
• Data-driven mindset with the ability to analyze customer metrics.
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