Customer Success Manager

Summary

Join Omatic as a Customer Success Manager (CSM) and become a key member of our Customer Experience team. Develop and maintain strong customer partnerships, proactively addressing challenges and maximizing the value of Omatic solutions. Serve as a customer advocate, communicating needs and concerns to internal teams. Analyze customer experience metrics (NPS) to improve satisfaction and drive product adoption. Collaborate with Sales, Professional Services, Product, and Accounting teams for seamless customer transitions and cross-selling opportunities. Drive customer retention by ensuring satisfaction and meeting renewal targets. Maintain a deep understanding of Omatic solutions and industry trends. This role requires a Bachelor's degree and 3-5 years of experience in a Customer Success role, ideally focusing on commercial business models. The position can be remote or at Omatic HQ in Mt. Pleasant, SC.

Requirements

• Bachelor's degree and 3-5 years of experience in a Customer Success role, ideally focusing on commercial business models
• Excitement working with people and organizations, including demonstrable experience with relationship-building, account management, and/or delivering outstanding customer service
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Excellent multitasking and project management skills
• Experience working with senior and executive level customer contacts
• High level of enthusiasm and a positive outlook that is infectious and irrepressible, even when times get tough
• Ability to communicate well with all internal Omatic teams to represent the voice of the customer
• Unafraid to step into situations where key information is not yet available and understand that connecting with a customer and listening is more important than having all the answers
• Track record of consistently keeping commitments made to customers and teammates, alike

Responsibilities

• Develop and manage strategic and complex customer accounts effectively by building strong relationships with key stakeholders and understanding their business processes / systems to establish trust and assure customers of our ongoing commitment to their success
• Serve as a customer advocate within the organization, communicating customer needs and concerns to relevant departments and ensuring these are addressed in a timely and effective manner
• Manage account escalations by coordinating cross-functionally to ensure swift resolution of any issues
• Regularly monitor, analyze, and report on NPS (Net Promoter Score) and other relevant metrics, and develop strategies based on data to improve the customer experience and increase customer references
• Actively address and manage any issues or concerns identified in customer feedback to enhance overall satisfaction
• Understand and track customer outcomes through ongoing collection and analysis of product usage data and feedback
• Develop strategies to drive product adoption based on these insights and customers’ goals with Omatic to ensure customers fully leverage our solutions
• Work with Sales and Professional Services to ensure seamless customer transitions, with Product to share customer insights that inform product development and improvement, and with Accounting to address / resolve billing needs
• Identify opportunities for cross-selling and upselling within existing customer base
• Drive customer retention by ensuring customer satisfaction and promoting the value of our solutions throughout the entire customer lifecycle
• Meet renewal targets by effectively addressing any areas of customer concern and demonstrating the ongoing benefits of our services
• Develop and maintain a deep understanding of our solutions to provide effective and knowledgeable customer management
• Regularly update product knowledge and stay abreast of new industry trends, technologies, and competitive offerings to ensure high quality and relevant conversations with customers about their evolving needs
• Identify and share best practices with Customer Success team members to help continually improve the quality, effectiveness, and efficiency of our processes
• Complete a rotation with the Professional Services team to gain valuable exposure and hands-on experience in understanding our implementation processes, services and solutions that will enhance overall proficiency in delivering exceptional customer success outcomes
• Other responsibilities as identified by CX leadership

Benefits

Position can be remote or at Omatic HQ in Mt. Pleasant, SC